"First point of contact - a poor reflection on the hospital"

We were at Antrim Area Hospital overnight 

Night reception staff very pleasant and one particular staff member showed great support for some patients who were alone which was heart warming.

However the changeover the next morning was a different picture altogether.

The staff member behind the glass ignored my daughter totally until they decided they was ready to attend to her. A simple , I'll be with you in a minute, would have been sufficient. When they did lift their head my daughter asked how many people were in front of us as we had been waiting for 8 hours. We had been given this information during the night so we were surprised to receive a very abrupt answer stating they couldn't give out this information.

I said that as we received updates the previous night we presumed this was ok to ask. I was told, again in a very rude and dismissive way that a note from a supervisor stated that no information like this was to be given out. The rest of the conversation took place with the staff member putting their head down and not engaging with us. I presumed this was their way of saying that the matter was closed.

I would sincerely hope that this is not how staff are trained. I then informed them that a bit of courtesy would be appreciated as we were very tired and simply wanted an update. Their answer, was that it was a 9 hour wait.

Again they put their head down. Again I suggested that they could be a bit more courteous in their approach to patients. No reply and head stayed down. I couldn't help but think if this is their usual attitude, small wonder some patients lose their temper and then are probably accused of being rude.

An understandable zero tolerance policy should be coupled with staff awareness on how to deal with queries from patients in a supportive and empathetic manner. This member of staff showed neither quality. As reception staff are the first point of contact this, to my mind, is basic.

A very poor reflection on AAH in a time where we are being asked to be supportive to staff due to pressures.