Queen's Hospital has pledged improvements to its children's A&E department after meeting concerned parents.
Families of children and young people with special educational needs and disabilities (SEND) shared their experiences with bosses during a meeting arranged by Dagenham and Rainham MP Margaret Mullane.
The meeting included parents, interim chief executive Fiona Wheeler, and members of the hospital’s children’s team.
Parents described difficulties with communication, including having to repeatedly explain their child’s needs because information is not always shared between teams.
They also said that hospital passports are not used consistently and that beds are not always suitable for children with additional needs.
Claire Drummond-Hurst, from Rainham, said: "They did listen and they seemed to understand what we were trying to say, but actions speak louder than words.
"I know it's not going to be a quick fix, but if there are some things they can start doing now, that would make a difference."
Claire’s son has tuberous sclerosis, a rare condition affecting his heart, brain, liver, and kidneys, along with a learning disability.
He experiences daily seizures and will need hospital care throughout his life.
As the number of children with autism or learning disabilities attending the hospital’s emergency department continues to rise – from 34 in April 2025 to 68 per month in June 2026 – the hospital has introduced an action plan to address parents’ concerns.
Lisa Game, another parent, said: "It's communication.
"We keep having to say the same things every time.
"We only want to say it once.
"We put our points across to them and hopefully there is an action plan."
Hospital leaders said they are exploring options for safer, more suitable beds for children whose needs are not met by current facilities.
Options under consideration include beds that lower to floor level and enclosed models that allow movement without the risk of falling.
Changing facilities suitable for older children are available in the atriums of both King George and Queen’s Hospital sites, and efforts will be made to raise awareness of these among staff and families.
The hospital also plans to improve early identification of children needing extra support upon arrival in A&E, building on the current alert system for regular attendees.
A new communication forum will be established for ongoing engagement with families, and hospital staff will also attend coffee mornings at Ravensbourne School to gather feedback directly from parents.
Plans for transforming the A&E department will be shared with families as part of these discussions.
Ms Wheeler said: "Families have told us what isn't working well.
"We've heard that communication needs to improve and we need to do more to support our children who have additional needs, and their parents and guardians.
"There's a huge amount of work to do together and this is just the beginning.
"We’ll be spending a lot more time together to get this right."
Ms Mullane praised the families for sharing their experiences and said she believes the hospital has listened and will act.
She said: "I am incredibly proud of the parents who have come to Queen's Hospital to speak up not only for themselves, but for all parents.
"When you arrive at A&E with your child, it is an incredibly stressful experience.
"You want the best possible outcome for your child, and parents should not have to be the ones driving the process or coordinating the care they receive.
"They need to feel supported, reassured and confident that the right response is in place.
"I believe Queen's Hospital has listened to the concerns raised by parents.
"There is a positive plan in place to deliver the improvements that families need."
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