"Very disappointed"

About: Royal Free Hospital

Anything else?

I visited A/E last night when I took my child. I was seen by a nurse pretty quickly, but then we were sent to children's area. There was one child in front of us and 1 more came after, in total there was three of us waiting and we spent three hours there in the early hours of the morning. The Doctors and nurses were just walking around, talking doing nothing, so the person in front of me asked them how long she would have to wait, to which they answered soon. After a few minutes she was called in. When she left nearly half an hour passed and nobody was doing anything yet again, so I went in and asked one of the member's of staff who happened to be a Registrar when we would be called in and his attitude was disgusting, he was so blunt and so rude, he spoke to me like I was an animal, I really do not think that somebody of this profession should be behaving in such a manner. Anyway, one minute later, the same Registrar came and called us in. If we had not intervened, God knows when they would have called us through. I just can't understand that there were 3 children in the waiting area, and for 3 children we waited 3 hours. This is literally unbelievable. Do they think that people have nothing better to do at that time of the night, especially with young children to sit around for three hours. On top of that it looked quite dirty, especially the corners. I think animals get faster and better treatment than the children. Nobody even bothered to come and check if the children were ok, nor to update us with any information on when we would be called in, or why it was taking so long. I hope that whoever reads this will pass this onto someone of authority to take into consideration the issues faced, it is really quite ridiculous and should be sorted, and by reading all these other reviews, I do agree with some of the comments that you don't have any privacy on the reception desk, everybody can hear your problem as well as your personal details.

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Response from Royal Free Hospital

Thank you for taking the time to give us feedback about the service you received at our A&E department. We are extremely sorry to hear about your experience at the Royal Free. We often have patients arriving by other routes and may have a number of other patients already being attended to in the department. It can be difficult when in a waiting room to be aware of all the other activity that is happening within the department including our resuscitation area and the doctors have to prioritise in order of medical need for treatment and assessment. We have 24 hour cleaning within the department and I am sorry to hear that the cleaning was not up to the high standards that we expect, this feedback will be sent to the domestic supervisor for action. We will be trialling a new way of our paediatric nursing staff working from the middle of August which will mean that there will be more nurses available at the busiest times of the day. We are aware of the paucity of information for people in relation to waiting times and we are as a senior team trying to identify the best method for communicating this to patients. We apologise for the doctor’s attitude you describe. It has fallen short of the standards expected from a medical practitioner at the Royal Free. I would like to assure you that we take all feedback very seriously and we hope to address the issues that you experienced during your visit. If you would like to discuss this any further then please do contact our patient advice and liaison team http://tinyurl.com/87aax5a who will be able to look into this for you in more detail.

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