"Receptionist thinking they're running the NHS"

About: Royal Bournemouth General Hospital

sitting in the waiting room after my young daughter had had an X-ray, the waiting time stated 2 hours wait after nearly 3 hrs I asked the receptionist if they knew how long the wait would be until my daughter was seen, looking down their nose at me they told me there would be 3 more patients before my daughter then smirked at me and said a long time. I mumbled "this is ridiculous" as I turned to leave the desk, then the 'I run the NHS receptionist raised their voice accusing me of telling swearing at them, after climbing down from their high horse and still looking down their nose at me I explained what I had said and they proceeded with their stinking attitude. I have great respect for nurses, Drs, consults etc but I am getting fed up of hospital/Drs receptionist who think they're the back bone of the NHS their attitude in general stinks.

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Response from Royal Bournemouth General Hospital

Dear Anonymous I am very sorry to hear that your recent visit to our Emergency Department with your daughter left you feeling less than satisfied with the response you received from the receptionist. I have shared your comments with the reception lead who also expressed how sorry she was to hear you experienced this attitude when visiting the Emergency Department. The receptionists do play a very important role within the Emergency Department and at times receive unwarranted abuse which can be distressing. Patient comments are shared with staff and they are reminded that effective communication is a vital part of the role they perform. The receptionists endeavour to keep the display screens as up to date and accurate as possible but they are merely an indicator of expected wait due to the nature of A&E. It can be very difficult to be precise as situations can change so quickly from one moment to the next. I thank you for noting your respect for the Doctors and Nurses and I do hope your daughters X-ray results and treatment was a more positive experience and I wish her a speedy recovery. If you would like to discuss your visit in more detail so we can review the specific details on the waiting time or the Receptionist attitude then please call our Patient Advice and Liaison Service (PALs) on 01202 704886. Regards Sue Mellor Head of Patient Engagement

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