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Care Opinion

Rude in manner

Posted By LondonGirl159

"Rude in manner"

About: Crawley Hospital / Accident and emergency

(as a service user),

Visited this hospital today with a relative, first time in this department.

Relative unwell, service as expected. First impression with a particular member of reception staff, rude and arrogant, other staff members seem helpful and friendly enough.

Relative was triaged in a timely manner and from there waited over 3. 5 hrs to be seen by a Doctor. Sat in waiting area and observed. Various patients approached particular receptionist, seemed very rude in their manner and the way they spoke to members of the public. Noticed how one also sat with mirror in full public view fixing their face. Surprised too that front line reception staff were casually eating/snacking away, looks unprofessional.

However, despite the pressure and stress on clinical staff, a good experience, Dr was very polite and helpful considering being overworked in a stressful environment. Still very grateful for the NHS.

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Responses

Response from Ben Mearns, Chief of Medicine, Surrey and Sussex Healthcare NHS Trust 6 years ago
Ben Mearns
Chief of Medicine,
Surrey and Sussex Healthcare NHS Trust

Doctor

Submitted on 23/01/2018 at 09:26
Published on Care Opinion at 10:00

picture of Ben Mearns

Dear LondonGirl159

I am so sorry that the receptionist was rude and I would like to look into it. Nobody should be rude and I would like to discuss the matter with them. I'm pleased that despite this you had a good experience overall.

It was unclear to me if you had visited the Urgent Treatment Centre at Crawley Hospital or our Emergency Department at East Surrey Hospital. Would you mind letting me know as the first is another organisation and I can pass your comments to them, the Emergency Department at East Surrey is my responsibility and I would like to look into your experience.

Many thanks

Ben

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by LondonGirl159 (a service user)

Thank you for your reply. We visited the UTC, my apologies for not being very clear.

First impressions always count, especially for first time users of the service. The front line staff are the back bone to any organisation and as first point of contact with users of the service, they also represent the hospital itself. One should always remain professional no matter how stressful the working environment is when dealing with the public, at all times.

Many thanks once again.

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