"1 person let you down"

About: Wexham Park Hospital

My review of the hospital would of been really good, had it not been for the actions of just 1 member of staff. I had been in to A & E and quickly moved into theatre then kept in for 4 days. I had therefore been treated/seen by at least 20 members of staff if not more, yet it was just 1 who had let the whole hospital down. Every single member of staff had been polite and sympathetic, they had also conducted themselves in a professional manner this goes from the cleaners to the staff carrying out the surgery and everyone in between. There was one exception. I had been took down rather quickly from A & E by someone who had been really good at explaining things. Luckily i was not nervous at being put out which i imagine some people are. Upon getting into the theatre one staff member did nothing but make remarks and digs at the nurse in front of me. It was nothing short of bullying in my eyes. There is no doubt they earned more than the nurse, probably did do more training, however they are NOT above the nurse as they seemed to think by the way they conducted themself. Every single member of staff in your hospital is paid for by people like myself (the taxpayer) therefore they should conduct themselfs in a professional manner as if we the patient are the boss. Had i been rude to any member of staff then i would expect remarks to be made, but i had not. The whole time i was awake there was remark after remark made at the nurse, however not once did the nurse retaliate. If there was a genuine problem this should of been took out in to a hallway and discussed away from myself. This one person has let the whole hospital down in my eyes by being nothing short of a rude bully. The stay other than that was fine, i had no issue with anything, everyone else did there best to make me feel at ease and ensure i was comfortable. I hope that this is something that will be bought up to the staff in theatre, again out of the 4 or so staff in theatre it was just this one, however that is all it takes. It's a shame but maybe professional conduct and people skills should be explained to staff at all levels

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Response from Wexham Park Hospital

Dear Matt Thank you for your feedback on your recent experience at Wexham Park. I am pleased to read that the majority of the staff were polite, sympathetic and professional. This is the standard we expect from all of our staff and have been working hard to achieve consistently. I am extremely disappointed and would like to apologise for the one member of staff who behaved in the way you described. I take this very seriously and I would be grateful if you could telephone me directly on 01753 633757 or email me at claire.marshall@hwph-tr.nhs.uk with further details so that I can investigate the incident further. As a hospital we want to learn from all feedback to make changes to improve both patient and staff experience. I hope you are recovering well and that you feel able to contact me Kind Regards Claire Marshall Associate Director of Patient Experience and Public Involvement

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