"More training is required!"

I was advised by my father's doctor to call The Becton Centre first thing (11 October) to confirm what time the District Nurse would be coming out to visit my father to assess his care needs.

I needed to know the time so I could be there as he is bed bound and terminally ill.

I rang the centre at 9.10 and a member of staff answered the call.

I explained the situation. After originally telling me he was due to be visited on Friday (12th) they then put me on hold and explained he "is not on the system"

I asked how do I get him on the system as the doctor told me he was due a visit today.

They asked "What do you mean?"

I explained that as he wasn't on the system so how do I go about getting him on the system?

They quite rudely said "I am not going to tell you ...as you are just trying to get him on there?"

I explained this is not the case .. I just needed to get him on the system for a visit.

I explained that the doctor had fast tracked him and said he should be on the system as he is terminally ill and is in desperate need of care ...

They said very abruptly "We aren't carers!"

I explained I knew that, but just needed to know How I go about getting him on the system?

Their next rude comment flummoxed me ... "Has he got wounds or something?"

At this point I decided to end the conversation and ended the call.

An unprofessional, in-empathetic, sarcastic, unhelpful rude member of staff.

I called the Doctors surgery back and spoke to a wonderful staff member who said my father is on their system but probably hadn't got through to The Becton Centres System and IS due a visit the next day.

So .... the simple answer the staff member needed to give ... was "Sorry, I am unable to source your fathers details, if you could kindly call his doctor, they should be able to help you"

In the field on work this staff member works in, regardless if They are having a bad day ... they should NEVER speak to ANYONE in the manner they spoke to me last week. I did NOT raise my voice, swear nor was rude at any point. I literally just needed a simple answer.

They clearly and without hesitation need more training in customer care.

It has taken me a few days to write this as I had more important things to deal with ... my father died yesterday and in this sad time, writing this review was my priority as I do not want any other person being spoke to like that in a time of need.