"I know it's a stressful environment but staff can..."

About: Leicester Royal Infirmary

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I go to the Leicester Royal (Balmoral) hospital every month for treatment, spending on average 1 1/2 hours there every time, between being seen and then waiting for my prescription at the on-site pharmacy counter. Overall, my experience has been fine. The nurse I see is wonderful and I don't need to dwell too much about things. However, I have had issues with reception staff in the past and just now, which is what drove me to write this review. I can completely understand that hospital environments can be very stressful. I have a stressful job too (not in healthcare) and, besides this, life has been very stressful due to personal childhood issues I'm seeking counselling for. Don't I understand what pressure can do! And I don't mind saying this, it's all part of dealing with it. However, on a number of occasions now I've found staff to be so unfairly rude to me that it's taken me aback. It's mainly my clinic's reception, both face-to-face and over the telephone (just now), but also elsewhere in the building. Now, because I generally tend to empathise, I won't complain or say anything about it. But it's getting to a point where I think it's unfair that I'm made to feel this way. And although I'm very sorry for the stress people must experience at work/in their lives, I don't think it's right that this frustration should be offloaded onto other people. I wish the hospital could address this and deal with obviously difficult stress levels among staff.

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Response from Leicester Royal Infirmary

Dear reviewer, Thank you for taking the time to review your experience at Leicester’s Hospitals. We realise some time has now passed since you posted your comment so we would like to sincerely apologise that we have not responded in a timely manner. We have since updated our process of responding to reviews and are committed to responding within 21 days. We have passed your comment onto the Dermatology department to help improve our services, but if you have any further questions or concerns, please feel free to contact us on communications@uhl-tr.nhs.uk and we will ensure this is dealt with by the appropriate person. Best wishes Communications Team Leicester’s Hospitals

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