"Disrespectful and Misguiding Reception Staff"

About: King George Hospital

Dear NHS Authorities! I visited to the out of hours GP along with my husband, as called earlier this morning 111 and I was advised to See at hours GP in Out patients at King George Hospital. I was not feeling well due to my pregnancy and the Doctor on call (111) booked an appointment for me at 10:40am. As I was not in an emergency, so i called a cab and arrived at KGH around 10:30am and I was asked at reception to sit and wait for my turn. We waited there for more than two hours, and asked the reception desk for the approximate time of further wait. I was told that they Do not know anything about the time but I have to wait till my name is called and further there are three people ahead of you but do not know how long will take. Despite of feeling unwell and the long time of wait, I still understood very clearly that patients are not seen in order of their arrival time but the urgency of their problem/health condition. I truly regard that. However, the way I was given the information, was not friendly at all and rather it was despicable. They told my husband, that 10:40am was not the appointment time but it was your booking time and the patient's time starts after the arrival However, the doctor who responded our 111 call advised us to go to KGH at 10:40am and he clearly said that he has booked us an appointment for 10:40am. On top of that, when my husband, asked the reception staff name, they blatantly refused. During all this conversation and since our arrival, we have been reasonably nice and polite to everyone there. Unfortunately we both were very disappointed because of the way we had been treated and decided to leave for home without any consultation and after a waste of nearly two and half hours. The staff at reception definitely needs more training to avoid more patients facing troubles in future. I believe that Patients visit Hospitals because of the problems they have and the staff should not behave to Patients like taking revenge. I think, Patients do not deserve this sort of attitude just because they visited hospital for their illness! My comments are entirely here for constructive purpose and I would like a positive impact and improvement only! regards Mrs SA

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Response from King George Hospital

I am very sorry to hear that you and your husband had a poor experience when you presented to the Emergency Department at King George Hospital for your GP appointment. The GP out of hours service is provided within the Emergency Department at King George Hospital, but is staffed separately by general practitioners. The reception staff are integrated, meaning there are Trust staff and general practitioner staff providing the service at the reception desk. The computer system that the out of hours GP use is not linked to the hospital IT system, so the reception staff do not have direct access to the information. Nevertheless, the poor experience you encountered relates to the poor the communication and professionalism from the reception staff. This is not the standard of care we expect and take it very seriously. It would be extremely helpful if you were able to provide some precise details of your attendance so we can address the behaviours with the staff concerned. Please contact me through our PALS department on 01708 435 454 or email PALS@bhrhospitals.nhs.uk. Yours sincerely Flo Panel-Coates Director of Nursing

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