"Rude, rude, rude!!!"

About: Harrogate District Hospital

Attending a post operative check with my husband I asked the orthopaedic desk staff how the clinic was running so I could get an idea of when to come back and pick him up. The lady behind the desk was rude, abrupt and unhelpful. She immediately started making loud comments such as " this is a very busy clinic.....you'll have to take a seat" over talking me before I even had a chance to ask her how the clinic was running. She all but refused to answer even a polite enquiry and when I went to ask the other member of staff she snorted in a desire fashion that she wouldn't know any better. I think the woman was a volunteer. There really is no need for that sort of rudeness and unhelpful behaviour. Communications at this hospital are extremely poor and there is a tendency for non clinical staff to negatively impact clinical care with their incompetent and unhelpful behaviour in my experience. This was borne out yet again today.

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Response from Harrogate District Hospital

Thank you for your taking the time to contact us with feedback regarding your visit. I am very sorry to learn about the experience you describe, which is totally unacceptable. All staff and volunteers are expected to treat all patients and visitors with respect and dignity at all times. Our volunteers receive extensive training and I am curious as to why you think the lady who spoke to you was a volunteer? Communications are an extremely important part of the patient experience that we have been working hard to improve, including introducing specific 'customer service' training. Once again, can I apologise for your experience and thank you for taking the time to send us your comments. Yours faithfully Chris Watt Head of Communications Harrogate and District NHS Foundation Trust

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