"A&E department"

About: Royal Preston Hospital

Example: I popped into the A&E to book an appointment as I was transferred from another hospital which I attended whilst on holiday. I have the utmost respect for hospital staff however the staff on the A&E reception were not at all professional in the day I visited. As I patiently waited my turn, there was a guy in front if me who clearly had some problems, combined with a language barrier; he was trying to obtain some Viagra. Instead of dealing with his request with dignity, they laughed at him which I found very rude and unprofessional. Compared to other hospitals I have visited, Preston is very dated (not that this is a problem) but all staff I have had the misfortune of having contact with seem to share the same cultural bad attitude and lack of customer care. In my honest opinion the hospital needs knocking down and starting again, hopefully it will be rebuilt with the patient care as a priority and respect that other NHS hospitals priovide without even trying. Maybe at hospitals like Preston, privatisation is the way forward as as patients / customers would have a better experience and the 'tone at the top' would change and cascade down to staff at all levels.

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Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to provide your feedback; I was extremely disappointed to read your comments. The Trust is currently working with staff to focus on enhancing customer care and service as we do appreciate the importance of that in ensuring that patients have a positive experience.

With regard to the concern you raised about the standard of customer service and communication with a patient in the Emergency Department, please be assured that I have shared your feedback with the General Manager and Matron in the Emergency Department to ensure that it is addressed with the staff concerned.

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