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Staff rude with bad attitude and no respect

Story from nhs.uk

"Staff rude with bad attitude and no respect"

About: North Tyneside General Hospital

My partner rang 111 as his tooth had broken in two. He was told to go to rake lane and the accident walk in. When we it there the receptionist was rude and patronising and blunt, and said what do you want us to do about it? When my partner explained he was told to go there. The receptionist was like well we can't do anything for you in a patronising manner. Snotty and rude. Spoke to him like he was stupid.

My sister hurt her back a few months ago and went there and she had mentioned that they were rude to her and made her feel stupid and also said they couldn't do anything.

Probably the most pointless hospital. Don't know how it has 4 stars. There receptionists need to learn how to talk to people with respect. Serious attitude problem. Being on a front desk it is essential to be polite and friendly. In a hospital they should learn compassion and not talk to everyone like there stupid especially when they have been told to go to that hospital so it wasn't his fault.

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Responses

Response from North Tyneside General Hospital 7 years ago
North Tyneside General Hospital

Submitted on 24/05/2016 at 10:48
Published on nhs.uk on 25/05/2016 at 02:31

Dear Sir/Madam,

Thank you for bringing this to our attention. I was very disappointed to read your review for a number of reasons.

Firstly let me offer an unreserved apology - we don't expect any of our patients to encounter unhelpful staff and I am really sorry that this was the case for you and your partner.

I will pick this up with our receptionist to see if I can get to the bottom of this. I completely agree that this shouldn’t of happened and I will pass on to senior managers in emergency care straight away.

If your partner would be kind enough to share his details with me - we will be in a position to trace his notes quickly and discover who was on duty at the time. I note that it is not the first time you have encountered this but I do want to assure you that we take your concerns very seriously indeed. My email is annie.laverty@nhct.nhs.uk

I am also sorry that you were given unhelpful advice to attend an urgent care centre with a broken tooth when it was emergency dental support that your partner needed that day.

If I'm being very honest I'll admit that our frustration sometimes, is that unless people are directed to the right place, then patients who are seriously ill with medical emergencies will have to wait longer to be seen - which is not particularly safe for patients nor is it great for staff who naturally want to do the best by their patients and to ensure everyone is responded to in a timely way.

Whilst I can understand why the receptionist may have also had some of these concerns and wondered what we could offer you that day - it is never acceptable in any circumstances to communicate this in a rude and off hand manner. Please accept apologies once again for the fact that your partner felt patronised and dismissed.

I do hope your partner has managed to get the treatment he needed for his tooth.

Kind regards to you both,

Annie

Annie Laverty – Director of Patient Experience

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