"Very unhelpful and rude staff! PALS & General…"

I have been treated in both A&E and the UCC three times since a road traffic accident six days ago.

First responder from NWAS at the scene - lovely.

Reception ladies when checking into A&E and also UCC, lovely and helpful and provided me with tissues as I was upset.

Triage nurses - lovely.

UCC Dr (saw twice) and A&E Dr - lovely.

X-Ray Staff - lovely

Admin Manager - absolute lack of understanding for my situation and lack of empathy. No solutions or help/advice given. Felt like I was fighting a losing battle when speaking with her. It was very frustrating so I went to PALS for support and advice. The response that I got from the lady at PALS was cold, uncaring, unhelpful, a total lack of empathy, a total lack of compassion, a total lack of customer service. I came away and was upset for the whole day. I am still upset now. I would not go to them for support again.

I am going to make an official complaint today to more senior members of staff about the conduct of the General Office Manager and the lady at PALS. I should actually be resting and recuperating!

I also had an appointment with an ENT Specialist yesterday morning where I was told that I had a brain tumour so the last thing I needed was to be treated in such a way and ‘talked down to’. I was on my own with my little girl and even she said that the two women were both rude and unhelpful. My daughter is eleven.

ENT Receptionist - lovely

ENT Dr and Nurse - lovely and lovely

ENT Medical Trainee - lovely

Audiologist - lovely

I spoke to an ENT Medical Secretary on the phone following my appt - lovely

RPH Switchboard Operator - lovely

The two people that I have issues with showed signs of being on a ‘power trip’. I would not recruit them to work for my company or any of my clients (I am a recruiter with over 25 years experience). I would not employ them to work in an environment where patients need support, empathy, compassion and understanding.

Such a shame to have this experience when most of the other people who I have come into contact with this week at RPH have been lovely.