"Unfair treatment of overseas visitor"

About: Nuffield Orthopaedic Centre

I recently spent a short time in England from Australia to visit my Sister in the Nuffield Orthopaedic Centre. I telephoned regarding visiting hours prior to attending not realising that it was a 2.5hr bus ride from London. When I arrived at 12:15 I was told the ward closed at 12:00 & I couldn't visit my Sister until 3:00pm, unfortunately I was due to meet my ongoing connection & couldn't wait. I explained this but was told very rudely by the clerk that under no circumstances could I visit. I requested that she be wheeled into the foyer but again was dismissed. I became extremely upset as this was a surprise visit & may never see my Sister again as she is 72yrs old & I am not able to re-visit England. I wrote a note & left it with the clerk whereby she told me I could visit for 5mins. I spent a precious 20mins consoling my Sister & that I understood why the ward needed to close. In this time the same clerk told me 4 times to leave although the other patents & staff were very sympathetic & added that under the special circumstances the rules need not be so strict. In hindsight, I should have been just as rude as the clerk and demanded my right to visit my aging Sister. I'm sure the clerk on Ward F remembers this incident & in future treats both patients, visitors and colleagues with the respect I showed under difficult circumstances.

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Responses

Response from Nuffield Orthopaedic Centre

'Thank you for your comments regarding the attitude of a member of ward staff when you came to visit your sister. I am very sorry that you experience was not of the high standards of care that we would expect all our staff to deliver. We would be very happy to investigate the issues you have raised and provide you with a response. If you would like us to do this, please do not hesitate to contact the Complaints office on 01865 221473 or email complaints@ouh.nhs.uk who will be happy to discuss the complaint process with you. Please be assured that your experience will be fed back to the manager of the ward.'

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