"Customer service lacking"

About: Diana, Princess Of Wales Hospital

I was referred for an X-Ray after hurting my back in an accident. We were seen fairly quickly and the member of staff in the X-Ray department was friendly, professional and caring. However, I got changed into a gown and was then left waiting in the corridor in front of all other patients. I was very embarrassed by this. I was told to go to A+E to get my results. when I got there the member of staff on reception said "have you been told to come here?" I told them yes and explained why. "Right well we are very busy and you'll be waiting a long time so you could get your results from your GP" Fair enought I thought. "How long does it usually take for results to go to the doctors?" I asked, baring in mind I was in agony and taking shallow breaths to prevent the pain. "Well I don't know, I've never even had an X-Ray" they said to me. I don't know wether they'd had a hard day or what, but that to me is not acceptable. I asked them to ring back to x Ray to find out wether I actually needed to wait the five hours (I.e. had I chipped a bone in my spine?!) "No you dont need to wait you can go then" I was told. I'm sorry for putting you out and trying to access emergency care for a serious injury. Very disappointed with the service in A and E!

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Diana, Princess Of Wales Hospital

Hello, thank you for taking the time to post this review. Your comments have been shared with the managers of the emergency department. We expect all our staff to treat patients with dignity and respect and apologise for falling below our standards in this case. Kind regards, Sarah Mainprize

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful