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Very rude and confrontational member of staff in urgent care

Posted By junev

"Very rude and confrontational member of staff in urgent care"

About: Greenbrook Healthcare Princess Royal University Hospital / Cardiology

(as the patient),

I went to the UCC with 2 days of central chest pain. The triage was good and quick then I was called for an ECG. There it went downhill.

The 'worker' failed to say who they were but instead berated me for reading my kindle while I waited to be called. They claimed they had called my name 4 times (I was less than 6 feet away and they did not), said I had not heard because I was reading and should not do that, said I was lucky to be seen as I was about to be marked as absent. This member of staff told me off, was very rude, confrontational and loud- I had chest pain so could have reacted very badly to this approach.

They went on to advise me to be very careful or the GP would not see me if I failed to listen out for my name - this was not said nicely or kindly. They then did my ECG, I saw the GP who was great and referred me on to the ambulatory day care ward so they could rule out cardiac issues. Before I left the ECG nurse I did remind them they had failed to introduce themselves or say who they were. They then spelled their name out for me.

The ambulatory unit were great. They had to repeat the ECG as sadly it had the previous days date on it and the wrong time! Their care was fabulous. UCC not so good - spoiled by a staff member who did not seem competent.

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Responses

Response from Princess Royal University Hospital 5 years ago
Princess Royal University Hospital

Submitted on 15/01/2019 at 09:43
Published on nhs.uk at 10:06

I am sorry to hear about your experience at the Urgent Care Centre at the PRUH. This service is run by Greenbrook Healthcare who are contactable as follows:

Email: info@greenbrookhealthcare.com

Telephone: 020 8607 1914

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Response from Jessica Bush, Head of Engagement and Patient Experience, King's College Hospital NHS Foundation Trust 5 years ago
Jessica Bush
Head of Engagement and Patient Experience,
King's College Hospital NHS Foundation Trust

Lead on Trust patient feedback and engagement with patients and the public

Submitted on 16/01/2019 at 00:04
Published on Care Opinion at 16:00

picture of Jessica Bush

Dear Junev

I am sorry to see that you found King's response unhelpful. However, I can only reiterate that, although I am sad to hear that your experience of the Urgent Care Centre at the Princess Royal University Hospital was not good, I would urge you to contact Greenbook Healthcare to voice your concerns as they run the Urgent Care service at the PRUH, not King's College Hospital. I am afraid that sometimes there is confusion from Patient Opinion and King's receives patient comments, like yours when they should be addressed to Greenbrook Healthcare. I can assure you that King's wasn't trying to not take responsibility, but, in this case, we do not run this service so are unable to follow up on the issues that you raise, As I suggested in my first response, please contact Greenbrook as I am sure they would wish to address the attitude of their staff. With best wishes from King's.

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Response from Jessica Bush, Head of Engagement and Patient Experience, King's College Hospital NHS Foundation Trust 5 years ago
Jessica Bush
Head of Engagement and Patient Experience,
King's College Hospital NHS Foundation Trust

Lead on Trust patient feedback and engagement with patients and the public

Submitted on 23/01/2019 at 22:03
Published on Care Opinion on 24/01/2019 at 09:12

picture of Jessica Bush

Dear Junev - thanks for your response and I am glad that it was helpful. Kind regards. Jessica

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