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"Awful experience, rude staff"

About: Whipps Cross University Hospital

I was told to go to the hospital as a matter of urgency by 111 as I was suffering symptoms of a brain issue (seizure, headaches, pressure, confusion, fatigue) so I went in. I waited 6 hours to be seen and the doctor was inexplicably rude to me. Said that it was not an emergency as my vital signs were fine and that I should not waste their time as I was just stressed. I explained that I had a fit previously and was told that I needed to see a gp and not the hospital. I said I was really worried about my brain and that I felt that something was really not right but instead of trying to comfort me he told me to go home and that I shouldn't be there. I said I was advised I needed to come to the hospital and he said they say that to everyone and that 'you don't just turn up at the hospital because you think something is wrong with your brain' and 'if you are still worried you can go back to the nurse and wait another 6 hours'. I understand that he perhaps couldn't do the scans/tests I needed but was there any need to be so rude to me? And if this was the case why didn't the nurse tell me this instead of making me wait 6 hours in a waiting room in distress.

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Responses

Response from Whipps Cross University Hospital last week
Whipps Cross University Hospital
Submitted on 08/08/2022 at 12:38
Published on nhs.uk at 16:39


Dear Will Knibbs

Thank you for taking time to contact us with feedback about the attitude and poor communication of a member of staff at Whipps Cross Hospital. We were very disappointed and sorry to learn that your experience did not match the expectation you had of us. We fully appreciate how upsetting this must have been and would welcome the opportunity to look into the concerns you have raised, and feedback to you as appropriate. Should you wish for this to happen, please liaise with the PALS Team on Site. You will need to provide them with your hospital or NHS, number, contact number and any additional information which will support the enquiries into your experience You contact them via email to wxpals.bartshealth@nhs.net or by telephone number 020 8535 6438.

Kind regards

Central Complaints Team

Barts Health NHS Trust

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