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Care Opinion

Rude reception staff

Posted By Lochness2019

"Rude reception staff"

About: University Hospital Wishaw

(as a service user),

I had called with a general enquiry ahead of an appointment for my son the next day. Was very rudely greeted by someone telling me ‘it’s a public holiday I can’t help with anything and can’t transfer you’ before I had even asked my question. It wasn’t anything specific about my sons appointment or anything that needed transferring to another department. A general question about the hospital that I needed answered so I could plan ahead for the appointment. I don't think someone so acts so rudely should be working answering a phone or dealing with people. Wouldn’t let me get a word in to even try and explain.  

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Responses

Response from Marjorie McGinty, Head of Improvement, Quality Directorate, NHS Lanarkshire 3 years ago
Marjorie McGinty
Head of Improvement, Quality Directorate,
NHS Lanarkshire

Submitted on 30/12/2020 at 13:30
Published on Care Opinion on 31/12/2020 at 12:12

picture of Marjorie McGinty

Dear Lochness2019

I am sorry to hear that your recent experience with one of our services was not to the standard we would expect. From your feedback I can see that this was not the level of communication we would expect from our staff and I can understand that this would have been distressing for you as you tried to plan ahead for your sons appointment.

This is clearly not the standard of care and communication that we aspire to and I can only apologise for that.

It would be helpful if you could contact my Patient Affairs colleagues so that we can understand the issues in more detail, so that your feedback can be used with staff to review practice to avoid this happening in the future.

You can contact them PatientAffairs.Wishawkshire.scot.nhs.uk or Tel No: 01698 366558.

Kind regards

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