"I left the hospital tearful and very upset"

I am a 70yr. old wife visiting her elderly husband daily to wash and dress him. He is a large gentleman and I can help him keep his dignity by doing for him what I have done for years. This helps lessen the load on the ward staff and I'm very happy to do it.

I was informed after a few days that I could get my parking ticket validated and reduce the costs which were becoming a worry.

On my last visit ( today) I approached the ward receptionist to request the piece of paper needed to help with my ticket.

Her attitude and approach was very unpleasant, she treated me with complete distain.

She did not take her eyes off the computer screen while she informed me that she needed permission to get this validation, she also told me she was very busy. She eventually set off to find a member of staff ( the sister) coming back to inform me that she couldn't find her so I'd have to wait. She sat down and continued looking at her screen. During all this time she did not smile once.

I waited.....I eventually saw a staff nurse further along the ward so I approached her myself and she duly authorised my ticket.

This receptionists general attitude towards me was mildly aggressive..full of distain....I felt like I was a nusicance....s

I had been through a dreadful week with my husband travelling through A&E and being very ill. I was feeling extremely stressed and vulnerable.....travelling daily to help care for him.

I left the hospital tearful and very upset and feeling absolutely useless, I felt quite empty. .....I rang my sons for reassurance....I had quite a way to drive in this state.

A receptionist is often the first interaction with a ward for a relative and this can have quite an affect on the way a relative relates to every one. An open, caring, empathetic, honest, smiling introduction will bring far reaching results in both patient and relative. All staff must be approachable........a relative must never be scared to seek help or reassurance, I'm certainly reluctant to approach this one again.

This is the first time I have experienced this and it has left me very distressed.

As a retired RGN of 30 years I am very aware of the importance of patient/relative interaction, that first contact is so important, it sets the scene for hopefully a good relationship.

I don't want to complain, I want to raise awareness of how a receptionist s behaviour can have serious detrimental affects on those she comes in contact with.

A smile ...empathy...kindness....sincerity....make someone feel a little important.....show interest in them.......if they are in a hospital they are already vulnerable and require all of the above.