"Rude, patronising, horrible treatement, arrogant,..."

About: The Royal London Hospital

What I liked

the new building looked very clean

What could be improved

the person who stands just before the reception needs to learn basic manners and not to be rude and patronising

Before I got to the reception I had to explain to a guy what was wrong with me, I explained and he was immediately rude, arrogant and patronising. He sent me to my GP, while I explained to him that GP would send me back here for an x-ray. I saw my GP after not making it to the reception desk at the A&E, and guess what...GP sent me back to A&E. so my whole day waiting for GP to see me was wasted, I couldn't even go to work because of the A&Es behaviour. The rude person at the A&E was useless and made me feel very upset. I had never been treated like this before and it was disgusting.

Anything else?

I understand A&E is for emergency, but if GP will refer me back to A&E, then why not just go A&E in the first instance when you know you will be referred back to A&E!

Save costs by seeing patients quicker, not save costs by being rude and chuck patients out for not being ill enough!

I would not go to this A&E if I had a choice; actually unless you are on the verge of dying they probs won’t see you and refer you to your GP! Who in most circumstances GP will see you in few days... till then, die, they couldn’t care less.

Maybe better to call an ambulance, maybe then you'll get taken seriously.

Story from NHS Choices

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Response from The Royal London Hospital

Thank you for taking the time to give us your feedback. We are sorry that you had a terrible experience during your recent attendance to the Accident and Emergency (A&E) department.

By way of explanation, it is necessary for staff to complete an initial assessment of all patients in A&E to ascertain how unwell they are and which part of the service would be most appropriate to care for them. This is intended to help streamline patient’s care, improve their experience and improve patient waiting times. This also means that patients with life threatening illnesses can continue to be seen efficiently in the emergency department.

Navigators are in place within the A&E department and are available to re-direct patients to the appropriate service and, where applicable, can assist in booking same day or following day appointments with their own GP.

Your concern has been shared with the A&E emergency team and the Matron has reiterated that patients and visitors are to be treated with respect and dignity at all times.

We apologise you felt the staff member who initially spoke to you was rude and unprofessional. This matter had been raised with the team manger and training will continue to take place for staff to improve the service offered to patients.

Once again, We apologise most sincerely for the poor communication afforded to you.

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