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Rudeness from MAU phone staff unnecessary and...

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"Rudeness from MAU phone staff unnecessary and..."

About: King George Hospital

Mostly, the medical assessment unit at King George is very efficient and most staff are helpful, polite, sensitive and even ready to have a laugh and a joke. However, whilst my father had been waiting for over 9 hours to be discharged, there was a lot of faffing about with no one really knowing what was going on. When I called the MAU to get some clarification, I got a very curt response from someone with an incredibly patronising tone and, regrettably, I ended up getting irritated and not getting the response I was looking for. Please understand that relatives find it very distressing hearing about the problems in a ward surrounding their lived one and we just want a straight answer. If you don't have one, there's no need for rudeness and sarcasm.

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Responses

Response from King George Hospital 5 years ago
King George Hospital

Submitted on 14/08/2018 at 18:04
Published on nhs.uk at 19:06

Thank you for taking the time to provide us with your feedback. I am really pleased to hear that the most of the staff your father encountered on our Medical Assessment Unit were efficient and helpful; however, I am really disappointed to hear that the nurse you spoke to on the telephone was rude to you. Please accept my apologies for this. I will be passing your feedback onto the team so that they are aware of your comments, but should you want to discuss them further then please contact our Patient Advice and Liaison Service (PALS), they can be contacted on 01708 435 454 or by email, pals@bhrhospitals.nhs.uk. Once again, thank you for taking the time to provide us with your feedback.

Kind Regards

Bev Thomas

Interim Divisional Nurse – ED, Acute Assessment Units, ERU & Ambulatory Care

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