Jane Elliott BBC News Online health staff

Julie Day is a 'modern matron'

And so she should, for Julie is one of the hospital's 20 modern matrons - brought in to raise standards and improve patient care.

This week the government announced it is to introduce matrons into A&E departments - in addition to the 2,000 already working across the NHS.

Shadow health secretary Dr Liam Fox dismissed the move as "another gimmick".

But at Whipps Cross, where Julie and three other modern matrons are already working in A&E, the hospital reports nothing but improvements and falling waiting times.

Last year a health watchdog criticised Whipps Cross Hospital, in Leytonstone, east London, for its lengthy waits, following the death of a pensioner who waited nine hours without treatment.

We asked the patients what they wanted and they said they wanted someone they could identify as being in charge Director of nursing Eileen Sills

Stung by the fierce criticism from the Commission for Heath Improvement, the management at Whipps Cross introduced a series of reforms, including the modern matrons.

And now complaints are down 50%.

Director of nursing Eileen Sills said the matrons ensured wards were clean and efficient and that patients were happy.

"We asked the patients what they wanted and they said they wanted someone they could identify as being in charge.

"We had significant problems in our A&E department and had serious adverse publicity.

Whipps Cross improved A&E waits

"We reached seeing 96% of all our patients within four hours in March.

"This was from a very low base of only seeing 20% in that time a year ago."

Julie, who had 12 years experience as a senior sister before taking up her post as a modern matron, said patients needing other departments can be fast-tracked.

"Patients who have suffered a miscarriage no longer have to wait in A&E.

"They are treated much more humanely and have more privacy.

"We are very visible and patients have been very positive and have said the wards are much more clean and they get seen much more quickly.

Staff nurse Ros Strange, who has 20 years nursing experience, said: "It has helped staff and patients.

Nurses think that the term is a step backwards, as the name brings a lot of baggage with it Karen Jennings, of Unison

"Because they are based in the department they can liaise with everyone, including the cleaners."

Staff nurse Kjetil Rognseth, who has three years nursing experience, said: "The ward is running more smoothly.

"Patients do not spend as long in A&E."

Karen Jennings, of Unison, does not like the "headline grabbing title" modern matron.

"It is an antiquated term. Nurses think that the term is a step backwards, as the name brings a lot of baggage with it."