"Same day admissions elective care"

About: Charing Cross Hospital / General surgery

(as a relative),

Took a family member in today for elective day surgery, we arrived at 06: 55 (unit opens at 7am). We were all met by what can only be described as someone who seemed tired, jaded and unhappy.

For a patient who is nervous and apprehensive this member of staff did not help, nor did they display any form of compassion or job satisfaction. As a senior healthcare manager myself if I knew I had a worker such as this on my unit I would have no hesitation to manage their behaviour. We have sadly had the displeasure to encounter this person before and hoped it would be a one off - sadly not. From our experiences this worker does nothing to embody any of the NHS's values of compassion and dignity - their manner was absolutely disgusting and the way they spoke to patients is something worthy of a clip for watchdog.

Please address this behaviour with the member of staff and perhaps explore a change of role to a less challenging environment, or even better still consider whether someone with this attitude should even be in healthcare at all?

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Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust is very concerned about your feedback posted on NHS Choices and wishes to sincerely apologise to you and your family member for the lack of support by a member of staff at Charing Cross Hospital.

For Patient Advice and Liaison Service (PALS) to pass on your comments, please can I ask that you contact us on either 0203 313 0088 or email pals@imperial.nhs.uk

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