"Let down by receptionist on A&E"

About: Queen Alexandra Hospital

Got brought in to QA A&E on Tuesday evening via ambulance with a knee injury. Paramedics in ambulance were fantastic and even took time to check up on me when they finished their shift 3 hours later. Lay for 3 hours in a bed and wasn't even offered an ice pack for my swollen knee. Doctor was nice enough seemed like he cared, however, when I was finally allowed to leave, I got taken to reception in a wheelchair to make an appointment to return, no one was there. Was left there and told to hand in my notes to the receptionist when they return. Sat waiting at the window in obvious pain and watched a member of staff enter the reception office with 2 security staff sit down and started chatting to them and eating sandwiches, completely ignoring me. I said "excuse me, are you the receptionist?" To which they said yes, so I asked to make an appointment. They looked at the security men and rolled her eyes then grudgingly came over to the window and during the whole interaction they did not once look at me even when asking questions. I could not believe the rudeness and lack of empathy from this person, what on earth are they doing in this job if they do not want to help people. As soon as they had written out my appointment card they slammed the window shut and went back to chatting to the security guards. I'm afraid it is staff like that, that creates a bad reputation and I feel the whole hospital has been let down by their actions alone. Shocking.

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Response from Queen Alexandra Hospital

Thank you for taking the time to write to us. I am so sorry to learn of the poor attitude you have experienced and would really appreciate the opportunity to look into this further for you. Please contact us at your earliest convenience at PHT.Pals@porthosp.nhs.uk or via the free phone on 0800 9176039. Once again, I am sorry to learn of the difficulties you experienced but am pleased to learn that the paramedics in the ambulance treated you well.

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