Anonymous

My husband and I recently attended Southend A&E, and the experience was extremely disappointing from the moment we arrived. The triage process is completely unacceptable. Everyone is expected to wait in a single line regardless of symptoms, urgency, or mobility. This is unsafe and shows no understanding of patients’ differing medical needs. On top of that, there is absolutely no privacy. Personal and sensitive medical conversations are carried out in the middle of the main reception area where everyone can hear. It is uncomfortable, undignified, and entirely inappropriate for a healthcare setting.
There was also a constant sense of confusion throughout the department. People had no idea where they were supposed to go next, and staff made no effort to guide or assist. Patients were left wandering around, clearly unsure, while staff simply watched on. Communication from doctors was virtually non-existent, and patients were passed from one area to another with no explanation or reassurance.
I also witnessed things I found genuinely concerning. People who had been waiting for hours were eventually having their observations taken — and even cannulas inserted — in the middle of the crowded waiting room, in full view of everyone. Aside from the obvious lack of dignity, this raises serious questions about infection control and basic safety.
The reception staff were abrupt and rude, which only added unnecessary stress to an already tense situation. But the most upsetting part of the visit was the attitude of some of the medical staff. At no point did we feel respected, listened to, or treated with compassion. It felt as if having the title “doctor” gave them permission to speak down to people and dismiss concerns without any explanation. There is a difference between being overwhelmed and being unkind, and unfortunately the behaviour we experienced fell into the latter. We were often spoken to in a patronising, condescending manner that left us feeling small, dismissed, and powerless in a situation where we already felt vulnerable.
In particular, the young female doctor we dealt with showed a clear lack of basic manners and respect. Her tone was abrupt, her manner was dismissive, and she showed no empathy at any point. Being busy does not excuse speaking to patients without courtesy, and the way she handled the interaction left us feeling deeply disheartened. At times it felt as though decisions were being made with no communication or explanation, almost as if some staff were “playing god” and expected us to simply accept it without question.
No one expects perfection, and we fully understand that A&E departments are under immense pressure. But pressure does not take away the responsibility to treat people with dignity, respect, and humanity. Unfortunately, the lack of organisation, communication, privacy, and basic compassion made an already stressful situation far worse than it needed to be. These issues urgently need addressing to prevent others from going through the same distressing experience.