"Failure to meet basic care"

About: St Mary's Hospital (London)

Failure to meet the most basic standard of care. After an additional hour and a half wait in the endoscopy department (due to staff walk outs) I was disgusted by how my father was treated. Not enough seats were provided in the waiting room, with no effort by staff to provide more. When he was taken through to the procedure I asked the receptionist how long it would take, they told me to come back in 15 minutes. I later found the recovery time is 45 minutes minimum. Upon my return to collect my father, the department was in pitch black with no staff to be seen. I called my fathers phone, and when he told staff I was in the dark in the waiting area they simply said i cannot come through and nobody came to even find the light switch for me. Then to my shock, my heavily sedated father called me to tell me he was by the lifts. The staff had sent him away alone to find his way out, even though there are strict instructions that he should be chaperoned under sedation. I am only thankful he didn't fall, and had enough awareness to phone me. Then when I tried to exit the waiting area I found I had been locked in. After another patient pushed a buzzer outside the door a staff member came and let me out without without so much as an apology. Once again, I am only thankful my fathers staggering did not lead to any injuries. Appalling.

Story from NHS Choices

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Response from St Mary's Hospital

Imperial College Healthcare NHS Trust are concerned about your posting on NHS Choices and wish to apologise for your father’s experience at St Mary's hospital.

Patient Advice and Liaison Service (PALS) would like to be able to look into this matter on your behalf.

We would like to encourage you to contact PALS on either 0203 313 0088 or email pals@imperial.nhs.uk

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