"Rude Renal Secretary"

About: East Surrey Hospital / Urology

(as the patient),

Having spent the 3 tormented years of failed IVF treatment my wife and I have turned to adoption.

My polycystic kidney disease means that the adoption services require an investigation into my health concerns and therefore need to liaise with my renal consultant. I contacted my consultants secretary and was put through to an answer machine and left a message stating who I was and asking for them to get back to me which they did today.

From the outset of the conversation, the secretary was incredibly rude and impatient. First complained that in my phone message I had not stated what my enquiry was about. Is it wrong of me to not wish to leave a message on a machine concerning something incredibly personal that also involves my wife?

I explained the situation to the secretary and yet the bad attitude continued. I was made to feel as if I was disturbing the secretary from more pressing needs and there was a continued tone of annoyance in the secretary's voice.

I wouldn't expect this kind of telephone manner from a car mechanic never mind a person dealing with seriously ill people.

From trying to deal with a deeply troubling time in our lives with dignity and discretion the secretary has not only dealt with me in what I consider to be an unprofessional manner but has necessitated in me writing this complaint and making my private life even more public.

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Response from Tasha Gardner, Communications Manager, Marketing and Communications, Surrey and Sussex Healthcare NHS Trust

Dear Fellows

I am really sorry to hear about your experience with the medical secretary. If you would like to get in touch with me and provide me with some more details I will see if I can help - tasha.gardner@sash.nhs.co.uk

kind regards

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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