"Absolutely the best medical staff"

About: Robert Jones & Agnes Hunt Orthopaedic Hospital

I was treated by the best medical staff I have ever encountered, professional yet warm and very caring. Everything was completely explained to me fully and I was put at ease.

I mark down the dignity and respect as I had an encounter with the very rude receptionist on the out patients department. In the waiting room there is a very small sign which asks waiting patients not to eat or drink or even chew gum as others on "Nil by mouth" might get upset. I respected this view and whilst the receptionist was away for their lunch I went outside in the rain to eat and drink. When the receptionist came back I still had the water bottle in my hand and instead of pulling me to one side and pointing out the restrictions the receptionist shouted across a crowded waiting room. I answered by saying I had not eaten in the waiting area and the receptionist answered again unprofessionally across the waiting room that they did not make the rules. I am a diabetic and I take my condition seriously and one of my routines is to eat slow release food regular. There is nowhere I could eat except going outside like smokers used to do. The receptionist did not care when I said I'd been outside to eat and that my blood sugars were getting low.

After the receptionist had verbally humiliated me a member of staff came through and was clearly chewing gum. The receptionist did not say a word to the member of staff about that, so if we are going to have rules why was the receptionist not enforcing them equally?? This issue could have been avoided if when I rang up the day before as instructed in the letter a more accurate time for my treatment could have been given as I was told to arrive at 12 noon but not logged in until 1500 hours. This meant I could not leave the waiting room area until logged in so had 3 hours potentially with with no lunch. I think if we are expected to ring up the day before then it should be more accurate that just turn up at 12 noon. I also think the staff need to understand that so patients have other medical issues like diabetes.

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Response from Robert Jones & Agnes Hunt Orthopaedic Hospital

Thank you for taking the time to provide us with feedback regarding your recent experience at The Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust. It is always encouraging to hear of positive experiences patients have had here. We aim to provide high quality services for all our patients.

However, I am very sorry to hear of the treatment you received in the Outpatients department. If you wish to discuss your concerns further, please feel free to contact the PALS department on 01691 404687.