"Rude reception staff give a bad impression"

About: The Royal Liverpool University Hospital

(as the patient),

Last week while out shopping I had an excruciating pain in my eye, coupled with one side of my face going numb, and a little later my arm also felt weak. After calling the 111 service and describing my symptoms the nurse told me that I needed to go to A & E within the next four hours, but preferably as soon as possible. I did as I was told and when I got to the reception desk there was a woman seated behind the counter. I went towards her but she hastily told me she was busy. I stood back to wait, and another woman joined her. She spent about five minutes shuffling papers about before she looked up to speak to me. I got about half my sentence out and she told me "we don't deal with eye pain", I persevered and she huffed.

I told her I'd called 111 and was told to go to A&E and then the nurse on the phone was concerned that my face was numb. After a brief tut and basic form filling she directed me through a door and "go right". Quite where she wanted me to go I was unsure, but I asked a doctor who directed me to help.

The nursing staff were pleasant, did blood pressure etc a couple of times. I then waited about 2 and a half hours when the stroke nurse came to see me, she was quickly followed by a doctor. Between them they decided I'd had an unusual migraine and it wasn't a stroke and I was discharged. The nursing staff and doctors were all very nice, efficient and polite. I cannot say the same for the reception staff who were rude and appeared to think patients are an annoyance.

Do you have a similar story to tell? Tell your story & make a difference ››


Response from The Royal Liverpool University Hospital

Thank you for your comment. We have passed this on to to senior managers in the department, who have spoken to reception staff and put in place some measures so that staff ensure that patients have a good experience with us. If you would like to speak to us further about this or if you would like to make an official complaint then please get in touch by contacting our Customer Relations Team. You can contact them by phoning 0151706 4903/2265, via complaints@rlbuht.nhs.uk or typetalk 18001 0151 706 4903/2265. Thank you.

Updates, changes and questions related to this story