About: Worcestershire Royal Hospital

What I liked

My elderly father had a fall at home and needed to have a cut looked at, so we took him to A&E.

He was dealt with quickly, and the cut shown to be nothing serious, plus they have him an x ray on the arm onto which he fell. The Nurses and Doctors in Triage and A&E were polite and helpful and helped my father to understand what was going on.

What could be improved

I was very unhappy about the attitude of one of the reception staff, so unhappy in fact I think I would have made a formal complaint had it not been that under the circumstances my main priority was getting my father seen and treated.

The situation was this: As we entered A&E there was nobody in front of us, so naturally enough my Father approached the desk, slowly and carefully, as he doesn't walk well any more. When he reached the desk, The receptionist shouted at him - get behind the line now! He was already in pain, and this devastated him, he actually cried a little. I was so ashamed and sad for him, having hospital staff whom he was looking for care and support from be so rude and aggressive.

I can understand the need for this on a Saturday night with drunks, but on a Tuesday morning when the waiting room was practically empty? Eventually we were served by the other receptionist on duty, I was just not willing to talk to the other women in case I said something that would delay my father's treatment.

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Response from Worcestershire Royal Hospital

We are appalled and disappointed at the response your father was greeted with when approaching the A&E reception desk. We completely agree that this was unacceptable behaviour. We offer our sincerest apologies to you and your father.

A copy of your feedback will be communicated to each member of the reception team. Unfortunately we are unable to identify the individual concerned as there was no date quoted on the original feedback, but if you feel you would like this investigated further please ring the Reception Supervisor on 01905 760743 who will be happy to discuss this matter further with you.

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