"NHS resources should not be used for personal calls"

About: St Albans City Hospital / General surgery

(as the patient),

I attended the pre op assessment unit in St. Albans city hospital. The nursing staff were very professional, welcoming and put me at ease. However the receptionist was rude and abrupt. The receptionist turned away an elderly lady who had walking difficulties because she was 30 minutes late despite the lady being breathless from rushing and apologetic. The receptionist then made a private call on the NHS phone and proceeded to complain to the person on the line about the "bus load of patients who had been through the clinic in that morning". NHS resources should not be used for personal calls.

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Response from Antony Tiernan, Director of Corporate Affairs and Communications, Communications and corporate affairs, West Herfordshire Hospitals NHS Trust

picture of Antony Tiernan

Thank you for taking the time to let us have feedback about your recent visit to our pre-operative assessment service at St Albans Hospital.

Thank you also for your positive feedback about the nursing team. I will make sure it's passed on.

I was sorry to hear about the receptionist. As you can imagine, this is not the level of service I would expect us to provide and I apologise for what happened.

With this in mind, I would be grateful if you could please contact me directly with more details about the day and time you visited. I can then ask the service manager for the unit to raise your concerns with the staff member involved. You can email me via antony.tiernan@whht.nhs.uk or call 01923 436 229.

Thank you again for taking the time to let us have your feedback. It is really appreciated.

Please do not hesitate to contact me if you need to. My email is antony.tiernan@whht.nhs.uk or you can call 01923 436 229. Alternatively, you can tweet me: @AntonyTiernan.

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