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A&E Reception Staff RUDE!!

Story from nhs.uk

"A&E Reception Staff RUDE!!"

About: Royal Cornwall Hospital (Treliske) / Emergency Department

Me and my partner called A&E Truro Hospital to explain that we had previously spoken to a nurse at out of hours service 111 & he needed to be seen within an hour and to see what the waiting time was as it was 1am and we didn’t want to be taking up other people’s time if they had a more serious injury than my partner so he started to explain and the lady receptionist just interrupted him and with the most blunt, rude atttiude said “so why you calling for?” Well if she would of let him finish rather than interrupting she would of known, he then commented on her rudeness and she didn’t aploogise she just said that the waiting time is 4 hours so come up if he wants if not then don’t come. Previous times we have been up there the reception staff are more concerned about their flirting skills with other employees than the patients in the waiting room, making it seem like the patients are completely oblivious to them & they got better things to do then help or advise you. The hospital itself is a very good hospital but when I comes to a&e something needs to be sorted out.

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Responses

Response from Jess Saunders, Outpatient Transformation Support Officer, Outpatient Transformation Team, Royal Cornwall Hospitals NHS Trust 6 years ago
Jess Saunders
Outpatient Transformation Support Officer, Outpatient Transformation Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 25/09/2018 at 15:54
Published on Care Opinion at 16:23

picture of Jess Saunders

Dear Anonymous,

I was saddened to read about you and your partners experience of our Emergency Department at the Royal Cornwall Hospital, that you found the receptionist blunt with a rude attitude; this is certainly not the standard of communication and care we would expect any of our staff to receive.

We would really like to look into these particular events for you; if you would be happy for us to do so or if there are any other concerns we can help to resolve for you, please contact our Patient and Family Experience (Complaints) team by leaving a message on 01872 252793 or email rcht.patientexperience@nhs.net. Once we have received your details, a Care Worker will get back to you within 3-5 working days to discuss your concerns with you. They can then liaise with the Emergency Department to ensure that your experience is investigated.

I am replying to you as a member of the Patient and Family Experience Team but I will ensure that your story is forwarded on to the relevant staff members in the Emergency Department.

Thank you for taking the time to share your story with us.


Best wishes,

Jess

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Response from Jane Michell, Complaints Manager, Royal Cornwall Hospitals NHS Trust 6 years ago
Jane Michell
Complaints Manager,
Royal Cornwall Hospitals NHS Trust

Submitted on 03/10/2018 at 17:00
Published on Care Opinion at 19:22

Dear Anonymous,

Hello, my name is Jane and I am the Matron for the Emergency Department. Firstly, I would like to apologise for the way that you were spoken to over the phone by the Emergency Department reception staff. I would like to assure you that this issue has already been dealt with by the ED Admin Lead who has discussed the incident with her team members. She has shown them your post and has outlined her expectations, emphasizing the importance of listening to people and giving them the time and courtesy they deserve even if they are busy. Her plan is to send them on a customer care course.

Thank you for highlighting this incident, this has been very helpful in order for us to improve our services.


Kind Regards

Jane

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