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terrible uncaring staff

Story from nhs.uk

"terrible uncaring staff"

About: Lincoln County Hospital

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I took my daughter to a&e she was in obvious pain and discomfort. We were told tk go to the gp unit next door wherecwe would be seen quickly. Although we had put my daughter in a wheelchair as she was unsteady we were told she could have to walk round as they dont like wheelchair patients. On arrival the receptionist was totally unhelpful, asking why we had been sent, did we have an appointment. No they sent us from a&e, she said priority was given to patients with an appointment and we would have to sit and wait. She then moaned about us to a collegue and said we could not moved up. Another collegue seemed to do all he could to get us seen and managed to help us see a doctor. Thank you I wish your collegyes were as helpful, you saw how ill my girl was. After seeing the doctor she was admitted straight away and is awaiting surgery

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Responses

Response from Jennie Negus, Head of Patient Experience, United Lincolnshire Hospitals NHS Trust 10 years ago
Jennie Negus
Head of Patient Experience,
United Lincolnshire Hospitals NHS Trust

Submitted on 16/12/2013 at 10:31
Published on Care Opinion at 12:20

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I was so sorry to read your posting and would like to apologise; it must have been a worry with your daughter feeling so unwell and the unhelpfulness you have described from some staff can only have made this worse.

I am glad that one member of staff did pick up your needs and arranged for your daughter to be seen and we will pass your feedback to the team as polite and helpful behaviour is what we expect from all ULHT staff and whilst the GP unit is run by the GP services I know they expect the same too and will be disappointed to read about your experience.

I hope your daughter is now fully recovered; our apologies again but also thank you for your feedback - it is extremely valuable to us.

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Response from Lincoln County Hospital 10 years ago
Lincoln County Hospital

Submitted on 19/12/2013 at 11:43
Published on nhs.uk on 20/12/2013 at 03:00

I was so sorry to read your posting and would like to apologise; it must have been a worry with your daughter feeling so unwell and the unhelpfulness you have described from some staff can only have made this worse. I am glad that one member of staff did pick up your needs and arranged for your daughter to be seen and we will pass your feedback to the team as polite and helpful behaviour is what we expect from all ULHT staff and whilst the GP unit is run by the GP services I know they expect the same too and will be disappointed to read about your experience. I hope your daughter is now fully recovered; our apologies again but also thank you for your feedback - it is extremely valuable to us

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