"I felt disrespected and unwelcome"

I recently tried to call the Pre-operation Assessment team continuously for over two hours. Nobody answered the phone during all this time – I have evidence of the repeated calls.

When my call was finally answered, the member of staff I spoke to was very rude. I greeted them politely and explained that I have an upcoming appointment with the Pre-operation Assessment and that I needed an interpreter to be booked.

Instead of helping, they first made a sarcastic remark – as if I had not already explained properly. They then asked for my details in a very unfriendly tone, and finally replied in a sharp, dismissive voice that the interpreter is already booked.

I felt disrespected and unwelcome. I don’t know if this member of staff behaves like this with all patients or only with people who request an interpreter, but this experience made me feel discriminated against.

I believe NHS staff should treat every patient with respect and dignity. This behaviour was unprofessional and unacceptable.