"Auxiliary Staff Attitudes"

About: Royal Preston Hospital

I had to visit the Renal Unit in Lostock Suite on 14/04/14 and this is the second occasion where one of the Auxiliary staff has made me feel like she was doing me a favour by attending to me. I arrived at the hospital early (08.20) for my 09.15 appointment to be greeted very well at reception. I then reported to the Renal Unit at around 08.22 and was told that I needed to make a urine sample and to sit outside the 'sluice' door, which I did. A short time later I heard my name being called from inside the renal unit and I went in still holding my urine sample. Ah one of the nurses she said haven't you given your sample in yet? No I said, there's no one in the 'sluice' unit. Oh just wait there and she'll come. I also noticed there was 3 or 4 female staff all talking in the corridor of the renal unit. I went back and waited outside the 'sluice' unit and after about 7 or 8 minutes the woman who makes the urine tests came out of the renal unit and I recognised her as being one of the women who had been talking in the corridor. Oh I said are you open now, no she said I will be in a few minutes and then disappeared into the staff room to make a cup of tea. After she came out I asked "are you ready now" no she said I've told you I'll be ready in a few minutes and was quite stern with her answer, then disappeared into the 'sluice' unit. She then came out a few minutes later and told me that she doesn't open until 09.00hrs but she'd take my urine sample and process it. I felt like she was doing me a favour and not her job. As mentioned above the very same situation arose when I previously visited the renal unit some five months ago. I was given the same treatment and basically indicated by the very same 'sluice' auxiliary in the same manner like she was doing me a big favour. I put up with it on the first occasion I visited the but when I received the very same treatment again, I told the woman that I'd paid into the Nat Ins for 50 years and that the treatment I was receiving wasn't 'free' as lot of NHS staff seem to think it is and they're doing the patients a favour. I got the distinct impression that I was regarded as a nuisance as I'd distracted her from her morning gossip. As mentioned this is the second occasion at the same unit by the same person who appears to think that she's doing people a favour by processing their urine samples. As a consequence to the confrontation my BP shot up higher than its ever been in years and it thoroughly destroyed my visit to see the renal specialist. I'm not used to being treated as trash by employees of any organisation and especially by a NHS staff and suggest that the opening hours of the 'sluice' unit are clearly indicated on the door and moreover that this particular staff member be re-trained on her interaction with patients and be informed that the reason she is there is for the benefit of the patients and not for her benefit.

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Responses

Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for providing feedback about the care and treatment we provide. Your comments have been shared with the relevant senior staff and any actions that may be necessary will be taken. If you would like to provide further details, or would like a personal response, please email customer.care@lthtr.nhs.uk, or you can speak with our PALS team on 01772 522972

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