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Very rude and disrespectful receptionist

Story from nhs.uk

"Very rude and disrespectful receptionist "

About: Cassel Hospital

I kindly asked the receptionist if I could use the toilets and he rudely refused. I was stopping by and desperately needed to use it and along with my sister and he laughed and said “it was a hospital”. This is a local NHS hospital open to the public and if I can’t even use the toilets then I fear if I was badly ill or injured and had rush to Cassle hospital. I’m deeply disappointed in the manner I was treated and laughed at. I hope this issue is rectified.

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Responses

Response from Paul Gibbs, Patient Experience Lead, West London NHS Trust last week
Paul Gibbs
Patient Experience Lead,
West London NHS Trust

Submitted on 29/04/2024 at 10:21
Published on Care Opinion at 10:21

Dear Patient

Thank you for your feedback which we are sorry to hear you were not offered access to our toilets.

We welcome an opportunity to learn from this and the Service Manager of our Cassel Hospital would value a conversation with you about this to understand more.

Please email PALS pals@westlondon.nhs.uk with your contact details.

Please accept our apologies for the inconvenience and disappointment caused and we look forward to hearing from you.

Kind regards

Paul

Paul Gibbs

Patient Experience Lead

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