"Lacking in courtesy and manners"

Came in to the hosp (A&E) after having been in a car accident in the morning. I had come in with my husband and baby. Booked in by a lovely lady at reception who was really nice, helpful and empathetic. You'd expect that this would continue through the process but Alas not. Medway hospital is not Medway hospital if the staff don't act like they are being forced to do the jobs they were paid for. A few minutes after the two clinical nurses on duty seemed to have been going on about me and as I looked up one smiled, she probably figured I knew what was going on. Shortly after , the other nurse without any courtesy of acknowledging me as a person simply asked me to come over. For all I know she could have asked the wrong person in , she neither asked me to confirm my name or the related as would be standard practice. Rather she started asking me defensive questions about the accident which seemed to come across as being interrogated. My husband walked in a few minutes later and could see I was upset , I quietly explained to him what had happened . Once my husband walked in I noticed the nurse became a bit more respectful but unfortunately first impressions cannot be erased. There is an urgent need for this hospital to RETRAIN and re-empasise its values to its staff majority of whom do not practice and reflect these values in the quality of care they provide to patients. If there is staff discontent or demotivation no way should it be passed on either passively or otherwise to members of the public and patients who come in at their most vulnerable moment.

Sadly, I have been to this hospital several times and no way is it a coincidence that attitudes such as this are just occassional occurrences. Senior management need to address these continuous and unending failings.

Not acceptable .