"Rude staff member"

About: The Royal London Hospital

I have just left the children’s ENT department after being told that my child’s appointment had been cancelled without anyone telling me. My address and telephone number has not changed from my registered details on the system and the lady at the desk was extremely rude and unhelpful even though she could see my child was extremely distressed about being there. I understand these are difficult times but a little compassion goes a long way especially with young children.

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Story from nhs.uk


Response from The Royal London Hospital last week
The Royal London Hospital
Submitted on 09/09/2020 at 08:39
Published on nhs.uk at 08:51

Dear Parent

Thank you for taking time to contact us with feedback. We were very disappointed to learn that your experience did not match the expectation you had of us. What you have expressed goes against our Trust values which all staff should adhere to. We would like an opportunity to look into the issues you have raised and the findings of our enquiries can be shared with you, if you wish. We would therefore like to request that you contact our PALS Team on site via telephone number 0203 594 2040 with you and your child's details.

We really do appreciate your feedback as it helps us improve services. 

Kind regards

Barts Health NHS Trust

Central Complaints Team


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