"Absolutely appauling and glad this is not my local..."

About: Chase Farm Hospital

What I liked

The paramedics that dealt with my family were fantastic...they helped to calm my children and myself after we had a small car accident on the motorway. They were friendly and very proffessional, but also had the all important people skills which in all circumstances of needing to visit hospital is a must!

The guy who did the x-ray on my daughter was very kind and informative, as was just one of your female nurses who actually took the time to speak to my child and ask her her name.

What could be improved

The people working in the hospital, except the man who performed the xray and one of your nurses. I wish i had managed to catch their names as they both were a credit ...We were involved in a car accident my daughter is Eight years old and was shocked and scared at being strapped down in order to help prevent her moving. Which i know is necessary as she was crying and saying she had some pain in her neck and leg but she was left on a stretcher and on a hospital bed for an hour and half..im fairly sure she shouldnt of been left for that amount of time on it, as a nurse eventually came in and realised this she went off to try and get some help to remove it. Several hours later my daughter went for her x-ray, and the man who did it realised that he would be unable to take a clear shot of her neck and spine due to a blanket underneath her he asked a porter to get some help and to please remove the blanket...but when he went off to find some people to help assist he was stood outside in the corridor bitching on about being asked to help move a blanket from under my child in order to help her have a xray on her spine. I was absolutely shocked at his manner.

No one explained anything to my husband or myself, nurses and porters would walk in the room look at our daughter and walk off....only one of the nurses when they needed to move her to help assist the doctor actually asked my daughter her name and told her what they needed to do. By 3am in the morning i got a bit emotional and sat and cried no one asked if i was ok...i know i was but i am 6mths pregnant just been in a accident and didnt know how my child was. I am just disgusted at our treatment...i know it was a friday night and the staff were prob busy but my family were not rude to any member of staff we are upset and feel we were treated harshly.

Anything else?

I feel perhaps the staff need reminding of some people skills! We may of been just another case that night but one of my children needed to be checked after our crash. There would of been no harm in a friendly smile and explaination of what was going on...and certainly no need for a member of staff to stand in front of people who were all upset and in shock to moan about being asked to assist in moving a blanket so they could do the xray correctly. Thankfully we are not locals so will never have to deal with this hosptial again.

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Response from Chase Farm Hospital

I was very sorry to read of your experience when you and your family attended the A&E Department and will happily arrange for your concerns to be investigated. If you would like a full investigation to be carried out please contact PALS (Patient, Advice and Liaison Service) either by email to bcf-tr.chasefarmpals@nhs.net or by telephone to 020 8375 2378.

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