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uncaring staff

Story from nhs.uk

"uncaring staff"

About: Chase Farm Hospital

tonight my son needed an x ray and my husband had burnt his eye. they arrived at 9. 30 pm, to an unbusy waiting room and to be met by staff who did not hide their displeasure at having to see them.

they barely spoke and to them, barely looked at the x ray, didn't even listeb to hear what happened or where the pain is.

my husband was told his sight was fine but to go to North mid " tomorrow " as it looked irritated- offering no treatment (so it was just a cop out- pass it on to another service provider or they'd have treated the irritated eye) they them told them to arrive earlier next time- even tho they arrived at 9.30 pm and is open till 10pm!! send patients away if it's too late or advertise your closing time as 9.30pm or pretend to care.

- the service was terrible tonight

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Responses

Response from Chase Farm Hospital 6 years ago
Chase Farm Hospital

Submitted on 25/07/2017 at 11:19
Published on nhs.uk at 12:31

Dear fivestillsmiling,

Thank you for taking the time to write about the care your husband and son received at Chase Farm's Urgent Care Centre.

I am sorry to read that the staff came across as uncaring to your husband and son, barely looked at your son's x-ray and offered no treatment to your husband for his eye.

It is our expectation that patients are treated no differently by staff whatever time they arrive at the department. I will ask the management team of the Urgent Care Centre to reiterate this point to staff.

I hope that both your husband and son are now feeling better.

Kind regards,

Hayley

Hayley White

Patient Experience Officer

Royal Free London NHS Foundation Trust

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