"Some staff had zero empathy with patients and..."

About: Wexham Park Hospital

My Dad arrived by ambulance to A&E at 2350 15th May after suffering 2 seizures and a suspected UTI/Kidney infection. Of the A&E staff 2 Doctors were very good and communicated well with us and my Dad. Unfortunately this was totally undermined by the total lack of empathy by a few staff. One person involved in treating Dad in the cubicle in A&E was very mono syllabic and seemed annoyed that we as concerned children asked the member of staff some questions. Not once did they offer any comfort and even when wheeling him down to a scan did they talk to Dad once (they were talking about shifts with another staff member). When the member of staff got Dad down to the ward they transferred him to a ward bed and just left, not saying a single word to us or Dad. It must take an effort to be this non-communicative. Also while we were in A&E a person wearing a leather jacket came out of the office area and picked up Dads notes, again they made no eye contact, didn’t introduce themselves to Dad or us and just walked off with the notes without saying a single word. It seems Wexham still fails miserably at the most basic level. If some staff can’t be bothered to even talk to patients or relatives they are in the wrong job. I am seeing my Dad in ward 8 this morning as I couldn’t get any significant updates over the phone.

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Response from Wexham Park Hospital

Thank you for taking the time to leave your feedback.

I'm really sorry to read of your experience and the lack of empathy and communication you felt from the staff.

I'd be really grateful if you provide me with some more details so that we can feedback to the team looking after your Dad on the impact this has.

If you could contact our PALs team on palslwexhampark@fhft.nhs.uk with your Dad's details we can share the learning with the Matron for the Emergency Department.

I hope your Dad is recovering well

Kind Regards

Claire Marshall

Head of Patient Experience

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