"This A & E unit lacks of compassion in work,..."

Thank you for bringing your concerns to our attention. We are sorry you had a terrible experience during you husband’s admission to the A&E department in November 2011. We are sorry for the delays you experienced as we understand that good communication is inextricably linked to good patient care. In relation to the nurse’s attitude, your concerns have been shared with the A&E team and the matron has reiterated that Barts and the London hospital expect staff to behave consistently in a professional manner. We are also disappointed to hear of concerns raised about the portering service, especially as all our porters recently had ‘culture change’ and ‘customer care’ training, to ensure that incidents such as those outlined do not occur.

Without specific information about dates and times when such incidents happen, it is difficult to address such matters at an individual level. However, we acknowledge that this description falls short of the usual standard of service delivery we aim to provide our service users. We will ensure that these concerns are used as an opportunity to reiterate to staff during training. We will be cascading this learning via our monthly Team Talks which take place with staff every month. if you would like to have this matter fully investigated, please contact the Trust complaints team at complaints@bartsandthelondon.nhs.uk