"Lack of professionalism"

About: Newham General Hospital

I recently attended this hospital with my mother for her blood test and X-Ray and frankly i was disgusted by the behaviour of the staff. There was no clear structure in organisation of patients, within the blood test department. Whilst my mum was waiting to get her blood test done, there was bickering going on between two members of staff, which continued whilst she was even getting her blood test done. It was really petty and embarrassing to watch! I was extremely suprised by the lack of professionalism by these two members of staff. Overall i was so disappointed by the customer service of the hospital as the environment is not friendly and welcoming at all! The receptionist too, should perhaps work on their attitude and be more warm and friendly, since they are first point of contact for the members of public! I believe the hospital staff are acting such a way due to the fact majority of their patients are ethnic minorities that do not speak English and are incapable of filing a complaint, when such unsocial behaviour occurs by the members of the Hospital staff and the staff know this and therefore act accordingly knowing they can get away with unprofessional and rude behaviour. Anyone reading this review might think i am overreacting and being harsh. But i am simply stating how my experience was today when visiting the Hospital. I was so disappointed by the customer service i really do hope the staff receive training on conducting themselves in a professional way and focus on creating a friendly environment for the members of the public!

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Responses

Response from Newham General Hospital

We would like to apologise to both yourself and your mother for experiencing this unprofessional behaviour by the phlebotomy staff at Newham. We have zero tolerance of this kind of behaviour in our department. We would also like to thank you for bringing this to our attention as it has enabled us to address this immediately. A meeting has been held with all phlebotomy staff regarding this incident and has been stressed to them this behaviour must not happen again. We will work hard to ensure that none of our patients will be treated in such a way that makes them feel uncomfortable. Once again we would like to apologise to you both for the behaviour you had experienced and hope that in future you receive the high level of care and respect that you deserve. Barts Health NHS Trust

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