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"Rude Staff"

About: Salford Royal / Accident and emergency

(as the patient),

I had a similar experience to someone who has recently posted on here. I was told to go to A&E by a Bupa nurse (who was extremely helpful, very professional and diligent) following an assessment of my symptoms. On arrival at Salford Royal I was assessed by a nurse and told to wait in a separate area for an out of hours nurse. She called me in and asked me questions about my symptoms. She 'rolled' her eyes when I told her that I was sent to A&E and she told me that there was nothing they could do for me here. She did the necessary neurological tests and said due to my symptoms not being currently symptomatic that they couldn't do anything further. I completely understand this, however her approach was so rude and condescending. She made me feel like I was wasting her time. To add insult to injury, she answered the phone before my consultation had ended. She didn't say goodbye, she just continued on the phone. I felt her behaviour was really disrespectful. This has really put my off ever going to this hospital in the future. 

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Responses

Response from Trudy Taylor, Head of Patient/Service User Experience, Northern Care Alliance NHS Foundation Trust 7 months ago
Trudy Taylor
Head of Patient/Service User Experience,
Northern Care Alliance NHS Foundation Trust
Submitted on 25/11/2024 at 10:56
Published on Care Opinion at 10:59


Dear Service User

Thank you for post regards your recent visit to A&E department.

Our aim is to provide high-quality person-centred care and we are disappointed to read that you felt that the nurse who attended to you was rude and condescending and displayed behaviours that do not meet with our trust values.

As your comment is anonymous, we encourage you to contact the Patient Advice and Liaison Service (PALS) either via 0161 778 5665 between 09:30 hours and 16:30 hours Monday to Friday, or email: pals@nca.nhs.uk. Your care episode can then be identified and thoroughly investigated, allowing the team to provide feedback to you regarding this.

In the meantime, please be assured that all feedback is important to us and we will escalate your comments to the senior leadership team for review.

Kind regards

The Patient Experience Team

Northern Care Alliance NHS Foundation Trust

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