"Chemo suite think my terminally ill mother is..."

About: Princess Royal University Hospital (Orpington)

The person who picked up the phone to me in Chemo suite at 1650 needs training in customer service. I was treated in the rudest manner, told my mothers treatment was not urgent and unimportant. When I asked for the persons name I was told it was of no relevance and when I told her I was reporting her she slammed the phone down on me. This sort of attitude to the families of terminally ill patients is an utter disgrace. How dare they behave in such a disgustingly unprofessional manner.

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Response from Princess Royal University Hospital

I am extremely concerned to hear of your experience. I will immediately contact the Service Manager for Cancer and Palliative Care within the Chartwell Centre and she will be able to identify the individual who answered your phone call and take appropriate action to address the behaviour. If you still require assistance regarding your mothers treatment would you please contact our PALS service who would be happy to assist you. kch-tr.palskent@nhs.net

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