"Aggressive and rude member of staff"

About: Pilgrim Hospital / General medicine

(as a service user),

I called on numerous occasions to sort out an appointment which we had been told at A and E that we should have within 2 days. It took 10 days to sort the appointment, this we have no issue with it was the manner to which I was spoken to.

I called Boston Hospital, Lincs and tried to explain that we were trying to sort an appointment for my husband. Before I had time to finish the member of staff said aggressively that I was shouting and put the phone down on me. My husband and daughter were sat next to me and confirmed I never raised my voice at all or spoke negatively to this person. I am 82 and have never been spoken to like that before. I was so upset as I was trying to help my husband. My daughter called them back and the same person was aggressive in their demeanour and rude to my daughter. We spoke to PALS who could not have been more helpful and sorted everything for the appointment within a few hours. 


Response from Sharon Kidd, Patient Experience and Engagement Manager, Patient Experience, United Lincolnshire Hospitals NHS Trust

picture of Sharon Kidd

Many thanks for your comment on Care Opinion.

The behaviour and attitude of this member of staff is clearly not acceptable, and is certainly not in line with the standards the Trust expects its team members to display.

In order for me to look into it further I would like to ask that you contact me on patient.experience@ulh.nhs.uk with details of the department you called together with the date and time.

Good to read that the PALS team were eventually able to get everything sorted for you,

Once again, please accept my sincere apologies.



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