"First impressions"

I had to escort my 17yr old we completed lateral flows, registered them so we had proof on our phones as we thought we would only be allowed entry with a negative result. With no checks at all we walked into the foyer booked in and found our way to the department, my daughter walked towards the desk only to be shouted at to stand back behind the line! The receptionist then asked her name she replied… the woman didn’t hear her pulled down her mask asking her name again motioned her forward (over the line) took her letter to book her in…my concerns are not with the department doctors or nurses that attended to my daughter they were kind and considerate. My concern is the lack of care shown by the receptionist. Being the first point of contact it is vital that our first impression is one you want us to remember. We will never forget that visit unfortunately not for the excellent care we received rather the rudeness of one staff member who’s job it is to reassure already anxious people that they are in the right place where the utmost care, consideration and compassion will be paramount to ensure the very best outcome for the individual.