About: University Hospital Lewisham

I would like to suggest that the security guards in A&E receive proper training in how to investigate incidents and then deal with them in a professional manner. My daughter was referred to A&E by her GP and we were very worried about her condition she did not need a very upsetting accusation that she had been smoking in the toilets by the security and when we got through to them she doesn't smoke she certainly did not need to be told she had set fire to the bin in the toilets. The evidence being she was the last person seen on CTV coming out of the toilet, the fact as other patients will confirm is the smell of burning was in the department long before she visited the toilets. When questioned security seemed very unsure where the smell of burning had come from, suddenly they seemed unsure it had even come from the toilets and scuttled off with no apology, leaving my daughter in tears and myself bemused by the challenging and accusational way they had confronted her, with no actual evidence as there are no cameras in the toilet. I would go so far as to say their behaviour was intimidating and scary. It was at that point we were called for her blood results and so were unable to pursue the matter with the 2 guards concerned. I realise they need to investigate any incident that occurs, but investigation is very different to accusation. It's a shame they hadn't looked for the drunk that was rolling up a cigarette earlier in the department maybe that would have solved their mystery. Thurs evening 17th April

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from University Hospital Lewisham

On behalf of Lewisham and Greenwich NHS Trust I’d like apologise profusely for the way you daughter was treated whilst attend A&E at University Hospital Lewisham. We have reviewed the CCTV and she was not the last person to use the toilet. The last person is a well-known individual and it is most likely the he was the person smoking in the toilet. The matter has been discussed with the Security Manager and had been directed that unless it is absolutely vital to take immediate action all the security supervisors must remember to review the CCTV fully before they pursue any enquiries, which is in accordance with their training. Bob Stronach Security Management Specialist Lewisham and Greenwich NHS Trust

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

Updates, changes and questions related to this story