"Very rude nurse on reception"

About: The Royal Victoria Infirmary

I visited A&E yesterday afternoon at around 1 oclock. When I arrived I first noticed around 7 nurses all stood behind the desk chatting, which did not look professional and was actually quite daunting. I had to ask two nurses who to speak to and in the end got to the right one. She asked my symptoms quite loudly infront of all the other nurses who stood and stared, I found this extremely uncomfortable. I explained that I had been told to get an ambulance however I let my friend take me. I was quite concerned and instead of calming me down she laughed and told me in a rude manner it would be 3 and a half hours before I saw a doctor. She then waved me off in a different direction. I am constantly in and out of hospitals with kidney disease and ulcerative collitis and I have never felt so uncomfortable speaking to somebody. However the Doctor that I saw was lovely, she was very nice and helpful and sorted everything out.

Story from NHS Choices

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Responses

Response from The Royal Victoria Infirmary

Thank you for taking the time to post your comments on NHS Choices. We are very disappointed to read your comments and would like to apologise that your experience fell well below the standard of customer care that is expected. As your posting is anonymous we are unable to comment further on your particular experience. Matron McNab in the Department would be very willing to discuss your experience and respond to your concerns in more detail, should you wish to contact her in person on 0191 2336161. We will also take the opportunity to use your feedback to remind all nursing staff of the need to empathise, recognise patient confidentiality, and to be professional in their conduct at all times. Your kind comments about the Doctor who cared for you are acknowledged and much appreciated.

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