"Rude Receptionist"

About: Norfolk & Norwich University Hospital / Gynaecology

(as the patient),

I have just had a very poor experience with a receptionist in the Gynaecology department of the Norwich & Norfolk University Hospital.

I have been waiting on scan results for a few weeks and recently got a letter in the post which made an appointment for me to talk through my results at a time that wasn't appropriate for me.

When I phoned to change the appointment, I was met with a very rude and abrupt woman. I was first asked why I could not attend, to which I replied that work commitments made it impossible. I suggested that a weekend or late afternoon appointment would be better as I could work it around my working day.

The response was incredibly curt, we can only do morning weekday appointments. When I pressed and said that was very difficult for me to arrange, the response was, then you can't have an appointment. 

While I appreciate that she was evidently restricted by her clinic hours, her tone was not appreciated and felt that she could have been more helpful with a patient who is awaiting results and is already highly stressed out. There are polite ways to tell a patient that their request cannot be accommodated. This was not one of them.

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Response from Janice Bradfield, Senior Communications and Membership Manager, Norfolk and Norwich University Hospitals NHS Foundation Trust

Dear Patient

We would like to apologise for the poor attitude and rudeness of our staff member when you made a very reasonable request. Your feedback will be passed to the Matron for gynaecology and shared with the team. If you would like to provide any further details, please get in touch with our Patient Advice and Liaison Service at: pals@nnuh.nhs.uk

Kind regards

Janice Bradfield

Senior Communications Manager

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