"Attending A & E Department"

I am a NHS worker and I was appalled about the way the reception staff dealt with the registering process. To start with the woman at the front was very abrupt rather than being compasionate to the patients who are queueing up needing care. There was no compassion at all addressing patients, it seems like just ordering people"only one is allowed" I though the communication is a must for staff working in the NHS being empathetic, understanding, reassuring and compassionate". I dont think these staff know even the true meaning of these words that I am used to practicing as a nurse.

Even after going in, they purposly kept the patients waiting in a queue, wasting time pretending to be busy, chatting with the other receptionist, changing their seating position not acknowleding the people in the queue. I understand these staff are busy but atleast have the curtesy to utter a few kind words as to " I know you are waiting it wouldnt be long" rather than entirely ignoring the patients. They really need to learn communication skills, after all people who are attending A&E are in some sort of distress. They directed my husband to go to critical care, he was sitting there for more than 1/2 hour but walked out in pain as he did not even see a member of staff and no one was going in to be seen. So far I have had negative feedback from my friens who attended Darenth Valley Hospital, I didnt believe them until it happened to me. DVH get a grip to start with and sort out your staff.