"dissapointing and chaotic"

About: The Royal London Hospital

What I liked

the staff in children's A&E are lovely

What could be improved

all in all a very frustrating experience. My daughter was admitted with an broken finger and ripped off fingernail and we had to wait 2 full days i A&E for an operation. This operation was at least 5 times postponed while my 16 month old child was not allowed to eat for 2 days.

when we came back for the check-up, our notes went missing, her check-up appointment was not booked and also the next check-up appointment was not booked.

This place seems to be very unorganised and chaotic. I will do everything to avoid it in future as I simply do not have the time to constantly chase up things and being kept waiting on the phone for 10 minutes.

Story from NHS Choices

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Response from The Royal London Hospital

Please accept our apologies for your experience with The Royal London Hospital.

Unfortunately, sometimes patients are scheduled for surgery and when cases of a higher clinical priority are presented at A&E, they take precedence. When this happens, theatre staff do advise the surgical team that a case may need to be deferred so that patients are not left nil by mouth for extended periods. However, on occasions, the surgical team may wish to continue with the nil by mouth regime in case any other opportunities arise that may enable the patient to have surgery, such as a list ending before time.

We do recognise and fully acknowledge the distress and discomfort that patients can suffer from being nil by mouth for extended periods of time and we do take steps to ensure that this is minimised wherever possible.

With regards to your daughters medical records and follow up appointment, please accept my apologies. This is not the standard of care the trust strives for. We will make sure your comments are fed back to the A&E Service Manager so that your comments can be used as a learning experience.

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