"Lack of respect from reception staff in A & E"

About: Scarborough General Hospital

Twice now I have had reason to visit the A & E department late in the evening to accompany another patient and both times we have been spoken to in a disrespectful and abrasive manner by the receptionist. This occasion was to be seen at the out of hours drop in service to see a doctor. The same member of staff each time has spoken to us in a rude, unfriendly way making us feel uneasy and as if we do not matter.

It is clear that there are notices that staff will not tolerate abusive behaviour, but surely this is a two-way process and patients should also be treated with respect. We were not rude at all and simply asked to speak confidentially away from other patients who were waiting. We were snapped at, made to feel like we were taking up valuable time and told to go round to the front desk in full view of others.

A reception area in any organisation is the first port of call for its service users. I was not impressed to say the least. I have not left reviews about other areas of the hospital in this review. I simply wish to mention my dissatisfaction because I feel that first impressions are lasting and for any reluctant patient who may be feeling anxious anyway, the experience is made more difficult when one is not made to feel at ease.

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Response from Scarborough General Hospital

Thank you very much for your posting.

Your comments have been passed to the teams concerned.

Our aim is to provide a high standard of service which reflects the needs of patients.

We do take comments made very seriously, if you would like to discuss further please contact our Patient Advice & Liaison Service (PALS) on 01904 726262 or email pals.@york.nhs.uk and they will be pleased to help.

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