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Care Opinion

Bad attitude from receptionist

Posted By Ovi

"Bad attitude from receptionist"

About: Royal Infirmary of Edinburgh at Little France / Accident & Emergency

(as the patient),

I'm from Eastern Europe and have attended the emergency department twice. The reason of my review is just for you readers, maybe any of you can tell me how it works in UK. It may be a coincidence to have the same receptionist each time. I think they have a very bad attitude possibly xenophobic. They told me the waiting time is up to 4 hours, same like last time. Can anyone please tell me if those waiting times are normal?

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Responses

Response from Sara Robinson, Consultant, Emergency Medicine, NHS Lothian 6 years ago
We are preparing to make a change
Sara Robinson
Consultant, Emergency Medicine,
NHS Lothian

Submitted on 08/06/2017 at 15:48
Published on Care Opinion at 16:15

Thank you for your comments Ovi, I'm sorry for your experience in our department.

No-one attending the Emergency Department should feel that they are being discriminated against in any way, I'm upset to hear your experience. Please accept my apologies, I will take your comments back to our team so we can learn from them.

The Emergency Department waiting times vary depending on the number of patients attending the department and the severity of the illness or injury. We aim to see and treat all patients in a timely manner, last month 94% of patients attending the department were seen, treated and discharged within 4 hours of arrival. The reception team are able to give information on the longest wait however individual waits will depend on the severity of your illness. This is determined by the nursing staff at triage (who call you through after you have booked in), so there may be discrepancies between the times given.

We are looking at ways to improve information on waiting times for all our patients and your feedback is very helpful in this regard. Thank you for taking the time to write. We can be contacted at emergencydepartment.feedback@nhslothian.scot.nhs.uk if you would like to hear more details or if you have any suggestions to help us improve.

Sara

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