"disgusting treatment by reception staff"

About: Hemel Hempstead Hospital

My daughter took my 7 yr old son after a fall causing a back injury after being advised by 111 to take him and if it busy there to call back and they would make appointment for him to b seen quicker as he under 10. The appointment was made for 10 pm which was already going to b over an hr from first arrival . . At 10.10 she asked at desk how long it was going to be as he was getting tired to be told that his appointment had been cancelled, without even informing my daughter, because he had an "Injury" and appointments are not made for Injuries . . . Excuse me but what exactly is a hospital care centre for then? The receptionist was rude and abrupt and certainly needs a refresher in customer relations at the very least . . . My son was finally seen 2 hours after arrival, after a number of others walked in and were seen immediately, and thankfully nothing too serious was found. I understand that delays cannot be helped at times but for a child to be treated this way and a so called professional receptionist to talk to anyone like this is totally disgusting . . . A formal complaint will b following

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Response from Hemel Hempstead Hospital

Thank you for letting us have feedback about you daughter and grandson's visit to the urgent care centre at Hemel Hempstead Hospital. I am very disappointed to hear of the concerns you have raised and I would like to apologise for the clear distress and anxiety suffered by both your daughter and grandson. I note that you are going to make a formal complaint, but I would ask you (or your daughter) to contact our patient advice and liaison service (PALS) as soon as possible so that we can get some further information from you and establish what happened, why and, importantly, to help ensure it does not happen again. Our PALS team can be contacted on 01923 217 198 or you can email pals@whht.nhs.uk. Once again, please accept my sincere apologies for this matter and I hope you will get in touch as soon as possible so that we can look into it for you as a priority. Please do not hesitate to contact me if you need to. My email is antony.tiernan@whht.nhs.uk or you can call 01923 436 229. Alternatively, you can tweet me: @AntonyTiernan.

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