"Urgent care department "

About: The Royal London Hospital

The front desk reception team in the urgent care department are very unprofessional with how they speak to you. They lack knowledge on cross contamination and etiquette whilst dealing with patients. Laughing after mistakes that they caused (insensitive). Voicing their opinions on how they feel about patients is highly inappropriate there's a time and place to discuss matters and they were gossiping about me in their team I even heard one staff say “I don’t care you get the same treatment”. A staff nurse came out of a room and was communicating with another patient. He then saw me and instead of explaining anything he just said "hey what's your name" out loudly with no explanation, the treatment towards me was very poor. He then had a bad attitude and showed behaviours of being in a bad mood. I explained I had already done what he wanted to do he responded "this is a different department quite abruptly" he was so rude and unprofessional I was shocked that I was in a hospital, the level of service was poor. I would advise staff to attend training for customer care as it would be beneficial for the future. How you speak to patients, body language etc all needs to be professional at all times. Also the tone of voice for the person on front desk needs to be lower if the hospital was full everyone in there would know my full name, full address and reason I came in as they were asking questions so loudly. I've lost faith in the nhs. Also the doctor that I saw needs to listen instead of interrupting he didn’t want to listen to my history of medication just persisted on giving me a medication that is not suitable for me, no empathy was given. Going to the hospital was a waste of my time and made me lose trust and faith in the level of care provided.

Story from nhs.uk


Response from The Royal London Hospital 3 weeks ago
The Royal London Hospital
Submitted on 12/05/2020 at 08:34
Published on nhs.uk on 14/05/2020 at 12:20

Dear Ms Joseph

We are sorry to read of your experience within the Urgent Care Centre (UCC) at Royal London Hospital. Kindly note that the UCC Service, although based on our site, it is managed by Tower Hamlets GP Care Group (THGPCG) and we do not have access to their systems. It is felt however, that they should be made aware of the concerns you have raised and would suggest that you contact them directly. Their email address is thgpcg.complaintsandfeedback@nhs.net

Kind regards

Central Complaints Team

Barts Health NHS Trust

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful