"This A & E unit lacks of compassion in work,..."

About: The Royal London Hospital

What I liked

Last year, when I was admitted to this hospital, it is quite good that I receive attention and care. Recently, when my husband is admitted to the hospital it is a nightmare (November 2011). There is nothing I like about this A&E unit after that event.

What could be improved

(1) Porters are not helpful. My husband was in 'paralysed' mode and could not get out from the car and I asked for Porters to help. The Porter told me to get the wheelchair and help myself. If someone unable to get into the hospital, do you just leave the person to do it on his own outside the hospital entrance ?

(2) Receptionist is ineffiecient and unfriendly. If it is an emergency, do you expect people to wait ?

(3) Nurse lack of compassion in her work. One of the nurses was laughing at my husband when was treating him, it is very insulting.

(4) Long wait and no explaination. To get a scan, we have to wait for 3 hours or more. No one have try to explain to me what is going on.

(5) Waited long time for results. Nurse always tell me to come back an hour later.

(6) My husband hasn't eaten anything since coming to the hospital. I asked for some food, told me to wait and then I asked someone else, said there is no food !

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Responses

Response from The Royal London Hospital

Thank you for bringing your concerns to our attention. We are sorry you had a terrible experience during you husband’s admission to the A&E department in November 2011. We are sorry for the delays you experienced as we understand that good communication is inextricably linked to good patient care. In relation to the nurse’s attitude, your concerns have been shared with the A&E team and the matron has reiterated that Barts and the London hospital expect staff to behave consistently in a professional manner. We are also disappointed to hear of concerns raised about the portering service, especially as all our porters recently had ‘culture change’ and ‘customer care’ training, to ensure that incidents such as those outlined do not occur.

Without specific information about dates and times when such incidents happen, it is difficult to address such matters at an individual level. However, we acknowledge that this description falls short of the usual standard of service delivery we aim to provide our service users. We will ensure that these concerns are used as an opportunity to reiterate to staff during training. We will be cascading this learning via our monthly Team Talks which take place with staff every month. if you would like to have this matter fully investigated, please contact the Trust complaints team at complaints@bartsandthelondon.nhs.uk

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