"Delay and catering services in women's and..."

About: Hull Royal Infirmary

Visited women's and children's for an appointment for my 6 month old son on 08/04/14, our appointment was at 15.15 and we did not see the consultant until 16.30, no apology or information was provided when booked in as to them running behind. Whilst we waited I went to the catering vacilites on the ground floor of women's and children's to purchase a drink and was declined service by the lady because she did not have change for a £5 note! I could also not purchase using the vending machines as had no change, she offered no apology and her manner was quite rude, this is not te first time she has been rude to us either, she was rude to my wife about a sandwhich when she was in having our son last September, can't remember what about as was six months ago.

Story from NHS Choices

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Response from Hull Royal Infirmary

Dear Mr Norton Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience and we will ensure that the staff concerned are made aware. It must have been difficult for you waiting with a young baby in the waiting room and I am sorry that you were not informed of the delay on that occasion. Awareness will be raised with the reception and nursing staff to ensure that patients are kept informed in the future. I am sorry to read of your experience with the catering staff in the Orchard Cafe. Your comments will be forwarded to the catering manager for her to discuss with the staff concerned. If you would like to discuss this matter further with us, please do not hesitate to contact our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk . If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose. For more information please either email foundation.trust@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165. Thank you once again for taking the time to provide us with your views on local NHS services. Kind regards, Patient Advice and Liaison Service (PALS) Hull and East Yorkshire Hospitals NHS Trust.

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