"Poor attitudes and lack of communication "

I presented with my Husband at about 1400.He had a possible foreign body/abrasion of his right eye. We sat in the waiting area of of the minor injuries area. No staff were visible when we arrived so we joined the other patients in the waiting area ,who informed us they had been waiting a couple of hours. We understand that a wait in any dept is to be expected ,however it was the lack of information and updating of wait times/delays by staff or even written info on a board that I find unacceptable. When people are waiting for treatment/assessment they are usually feeling apprehensive and vulnerable. A friendly face, welcome and information would have been what I would expect in order to help patients feel more at ease and cared for.

The HCA who was in the area did not communicate with anyone apart from when she chastised a waiting patient who was in considerable pain. He had apparently been waiting 4 hours and she called his name and he said he wasn't able to walk because of his back pain, the HCA shouted in a loud rude manner 'how did you get into the chair then'? Other patients privy to this in the waiting area were as shocked as I was. The Nurse who eventually attended to my Husband did not introduce herself and I felt she was from her attitude completely fed up . I showed interest in what she was doing as I have had some previous experience within Ophthalmology .Unfortunately she was not happy with my questions and this showed in her attitude .I understand that when you work in a busy dept you face many challenges ,but what I don't understand is the miserable, apathetic attitudes of staff and the complete lack of communication. We left the area after a couple of hours with the correct treatment for which I am grateful however the experience of visiting the WHH leaves me saddened

What has happened to the Trusts Values ?

People feel cared for as individuals ?

People feel safe, reassured and involved ?

People feel teamwork, trust and respect sit at the heart of everything we do ?

People feel confident we are making a difference ?