"Emergency appointment - extremely rude..."

My partner was suffering from symptoms of an appendicitis at the weekend (3.10.2015) and we were both increasingly concerned. We decided that by going to Rutland hospital it would get us onto a ward if necessary much faster then going to A and E. I rang the number on the Rutland memorial hospital website and a very frosty matron told us I had the wrong number but there were some doctors still available next door and to come and get him checked out.

On arrival we were met by two very off-hand, rude, unfriendly and inconsiderate receptionist who grilled me about who I had rung and why we didn't have an appointment at which point my partner was bent over, sweating and in complete agony. They exchanged looks, spoke to us like we were stupid, a complete inconvenience and like we were completely unreasonable to think the nearest hospital was a good place to go. After a five minute discussion we were given a form to book an appointment... if it was that easy what was the initial problem? We then sat down and over the next 15 minutes my partner was getting worse and worse...not once did the receptionists ask if we were ok, ask if we needed water or communicate when he might be seen and yet there was only one other person there waiting so no excuse - as they certainly weren't busy.

In spite of this we were seen in 20 minutes (again what was the problem with getting an appointment if we were seen so quick???!!!) and the doctor was fantastic and got us into a ward at Leicester straight away... because as suspected it was an appendicitis. However I was asked to get the receptionists to print off the notes so we could leave ASAP and again I was met by blank, aloof and unsympathetic faces as if printing off a letter was a really taxing task. It then took an additional 5 minutes to fold it and put it in an envelope when clearly we were trying to leave as soon as we could. Oh and I mustn't forget the very sarcastic comment of 'That'll teach you for coming here' as my partner was leaning on me with the pain.

Quite frankly I think they were on some sort of power trip and shouldn't work for the health services if they are going to be so rude and unsympathetic towards their patients. It's times like these when you are stressed and worried you should feel reassured and welcome by the people that you are supposed to go to for help and support. Not met by hostility. I just wonder how they would feel if the shoe had been on the other foot. Overall they had a horrendous attitude, obvious unawareness of my partners condition and suffering. A completely unnecessary start to a very traumatic weekend.

Story from NHS Choices

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Response from Rutland Hospital

I am very sorry that you and your partner have had such a poor experience of our services.

I would be grateful if you would contact our Patient Advice and Liaison Service (PALS) so that we can look into this on your behalf.

PALS can be contacted on 0116 295 0830 or via email at PALS@leicspart.nhs.uk Thank you

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