"Professional medical staff with rude other staff"

What I liked

My 5 weeks old Son was admitted overnight for observation following a virus on the 30/11/12.

The staff in Children's A&E as well as on the Puffin Ward were articulate, infromed, professional, courteous and empathic. We have particular praise for the Doctors who really showed empathy and respect.

What could be improved

Contrary to the above - on arrival at 12noon on the 1/12/13 at he Children Hospital main reception room I was met with all I can describe as unprofessional, aggressive, rude insensitivity.

Having had no sleep for 30 hours and having returned to the hospital to find out results of blood tests, lumber tests and chest X-ray for my 5 week old son I spotted a person in their 60s and one of the medical staff in a store room to the left hand side of reception who were having a conversation.

I requested directions to the Puffin Ward and was barked at by the person to follow the Puffin Pictures. I went to the door to look for these and they then impatiently shouted above them door- the puffin pictures in a patronising and aggressive manner.

I responded they need to be more courteous to visitors and patients and they aggressively shouted something incomprehensible back.

This is unprofessional and I dread to think what this effect this welcome would have on perents whose children are in life threatening situations.

I hope you take this on board as professionalism and patient / family empathy needs to be present across all staff. It is vital to all your clients experience and well being.