"Reception staff are outrageously rude"

About: St Thomas' Hospital (London)

I rang the Emergency Department to get some advice: I had previously spoken to someone at NHS 111 about breath problems and they just wanted to pack me off in an ambulance to A&E.

When I got through to Reception to ask whether they new of a walk-in centre who could administer a nebuliser, I was rudely told to wait as the receptionist didn't have time as they were booking someone in. The receptionist then hung up on me.

Absolutely disgusting behaviour. No excuses can be made.

Story from NHS Choices

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Response from St Thomas' Hospital

Thank you for taking the time to share your feedback with us. We are sorry to hear that the Receptionist was rude and put the phone down when you telephoned us. We are planning some training on attitudes and communication skills with our Reception staff. We would also like to learn more about this so that we can discuss this with the team involved. If you would like to contact out PALS Team they can liaise with the department so that we can look into this further. Our PALS (patient advice and liaison service) team can be contacted by telephone 020 7188 8801 or email pals@gstt.nhs.uk

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