"Hospital feedback"

About: Chase Farm Hospital

Yesterday I had to have a blood test and was extremely shocked at the abusive manner of one of the receptionists to elderly frail patients. So much so that I asked for a complaint form (there were none) so reported them verbally to the manager on duty. I was heard and the manager was very sympathetic and I got the impression that they wanted the information to be able to deal with this person so hear are a few examples: 1. The receptionist in question rarely got out of their seat to call patients in a light shrill voice that against the music on in the waiting area and their deafness in one case-patients were often slow to respond-much to their tone of annoyance. 2. They rarely looked up when someone was waiting in front of them-I accept they were working on the PC but just to smile and say I won't be a moment would be more polite 3. They rarely said please or thank you in the hour I was there and never smiled once. 4. Their attitude seemed to be that they didn't want to be there and patients were a nuisance 5. One poor man was very slow to respond as he hadn't heard them. He was frail and on a stick. The receptionist castigated him in front of a very full waiting room saying they had been calling his name for ages. He protested his innocence and tried to explain and I heard them say "you should be grateful!" He looked very hurt and later tried to apologise and they completely ignored him. Myself and two others looked on shocked and agreed we should complain. This was one isolated example but there were many. 6. There was a sign up saying staff would not take abuse and here was a receptionist abusing patients with no complaint forms or information about how to go about it 7. I found all the other staff very good-including the pressured manager on duty who needs someone like this like a hole in the head! But if this receptionist doesn't want to be on this duty it is totally unfair to get moved by abusing patients. In my view they should at least receive a disciplinary warning . Any undercover reporter filming what I witnessed would uncover a scandalous disregard for decency and care of the elderly and infirm. I'm happy to give evidence if required

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Response from Chase Farm Hospital

May I start by offering my sincere and unreserved apologies for the time taken to reply to you. I am sorry to learn about your concerns regarding your experience at the Blood Test Unit at Chase Farm Hospital and I offer my sincere apologies for the upset and inconvenience caused. I notice that your response is anonymous and, therefore, should you wish us to investigate your experience further then please do contact our Patient, Advice and Liaison Team (PALS) by email at bcfpals@nhs.net or by telephone on 0208 216 4924. Kind regards The PALS Team

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