"My child came into A&E as ..."

About: Royal Free Hospital

(as the patient),

What I liked

My child came into A&E as he had stomach pains and wasn't eating and drinking well. The doctors and nurses were absolutaly wonderful. Especially the student nurse that was there on placement. The nurses introduced themselves, and the student asked us why we came to A&E. As she was asking us different questions like if my son has been going to the toilet, eating and drinking and all the important things, the Junior Sister nurse was jumping in and not letting the student ask the questions. I found it quite rude that she was interrupting the student. I could see that the students confidence was going down. I also found it quite rude the way she was talking to the student and putting her down, escpecially infront of other patients and members of staff. And what made it even more worse, was that the junior sister was clicking her fingers right in the students face saying that she she know all the answers to the questions she was asking her. However the student did make us feel comfortable and always checked up on us making sure we were fine and doing this to other patients. The junior sister nurse also left the student on her own fending for herself with other patients and doctors. I applaud the student for doing the best she could under these circumstances as she must have been very stressed and somewhat tired, as she looked like she was never given a break. As my son was admitted on the ward, we passed the nursing station in A&E and heard the nurse saying bad things about the student. I am very appualed about this on how a junior sister can bad mouth her student to other members of staff and saying that the student knows nothing at all, as I feel that he student has made our stay in A&E very pleasant. I would like to say good luck to that student nurse and keep your head up high, as I know that the student nurse will make a brilliant nurse. On a brighter note, the nurses on the ward were absolutaly brilliant.

What could be improved

The attitude and behaviour of that junior sister. Someone should have a stern word to her on how she treats student nurses. Either that or she should be sacked. She was not being professional and it didn't look like she respected that student nurse. How would student nurses learn if that junior sister continues to be unconsiderated and disrespectful. There where even times where she was rude to me and my son and didn't seem to have time to talk to us and make us feel comfortable.

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Response from Royal Free Hospital

Thank you for your comments and we’re pleased you found the care from our A&E and ward staff good. We’re obviously very concerned that the behaviour of a particular member of staff was below standard and it would be helpful if you contacted our Patient Advice and Liaison Service to discuss this in more detail. You can contact this service by email at pals@royalfree.nhs.uk or on the following phone numbers: 020 7472 6445/7

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