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Dreadful attitude of staff.

Story from nhs.uk

"Dreadful attitude of staff."

I attended the unit this evening at 6pm with extreme pain in my back on the right side which has been recurring for a week now, to the point where today at one point i thought i was going to pass out with it and feeling generally very unwell. The receptionist was helpful and i was seen straight away by a nurse who was quite possibly the rudest women i have ever encountered. When asking me questions re symptoms etc. she was abrupt and talked over the top of me not once letting me finish trying to explain. She even barked "yes or no?" to me at one point during the conversation. I pointed out that it was clear from her attitude and tone of voice i was being an inconvience being there at that time on a Sun night and perhaps i should wait to attend my GP if the symptoms continued. My mind was put to rest with regards to a urine test, however i left there feeling that i was in the wrong for attending in the first place. I worked for the emergency services myself for 12yrs and am disgusted with the lack of empathy and zero listening skills that this woman had. Fortunately for me i've never been admitted to hospital in my life, and long may it continue if this is the type of nurse that awaits! It was my first time using this local unit and i would not recommend it to others based on my experience. I was made to feel like a problem being there, and whist she might not have wanted to see me at the end of a day on a Sunday it was not a decison i made lightly to attend and believe me i didn't want to be there either.

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Responses

Response from Edenbridge Hospital 9 years ago
Edenbridge Hospital

Submitted on 29/09/2014 at 17:45
Published on nhs.uk on 30/09/2014 at 04:00

Hello, The Modern Matron at Edenbridge Minor Injury Unit has fully investigated your review today. Please see her response to you below. I am so sorry to hear that you found the Practitioner who treated you in the Minor Injuries Unit yesterday to be rude and abrupt and that you felt she had not listened to you or demonstrated empathy, as this is certainly not the experience we want our patients to have. The details you provided in your feedback have enabled me to check your attendance records which provide in depth information regarding your presenting condition. It has been recorded that the Practitioner had found it difficult to gain clarification from you regarding the history of your presenting illness during the assessment process. Although it is sometimes necessary for the Practitioner to steer a conversation in order to gain appropriate information to aid a diagnosis, I would expect all communication to be with care and empathy, so I am extremely sorry if this was not the case. I am however pleased to hear that the receptionist was helpful and that you were seen quickly on arrival. The Practitioner who was on duty yesterday is not a member of our substantive team though I will ensure that she is made aware of your feedback. I will also be relaying back to the agency who provided this Practitioner about your comments regarding their worker. Although we will soon have full service cover with substantive staff it is essential that when care is provided by agency staff it is of a high standard. I am grateful that you have taken the time to raise your concerns and hope that should you need to use the service again that you will have a much more positive experience. If you have any further questions please don't hesitate to contact us. Best wishes Customer Care Team Kent Community Health NHS Trust Tel: 0300 123 1807 Email: kcht.cct@nhs.net Website: www.kentcht.nhs.uk

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