"Rude reception staff"

About: Medway Maritime Hospital / X-ray and Scans

(as the patient),

Medway maritime hospital X Ray North wing in April 2014

I was attending for X-ray to both knees, nobody waiting at book in desk except me.

One receptionist at desk, who kept head down and didn't bother to acknowledge me in anyway.

I was left standing for 5 minutes, until I had to sit due to knee pain. Another receptionist arrived at the second desk, they now both continued to ignore me while discussing a booking for a New York trip between their self's, and then finally I was beckoned to desk.

On a much more positive experience the two nurses carrying out the X-Ray were so lovely and very friendly, they really put me at ease and we're very warm welcoming ladies. These lovely two nurses are an absolute credit to the NHS trust, unlike the reception experience which was very poor to say the least, very rude and unprofessional. Most defiantly a bitter sweet experience on this occasion.

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Response from Medway NHS Foundation Trust

Please accept my profound apologies for the unprofessional way in which you were spoken to by the reception staff. I will be reminding them of their duty of care to our patients and visitors.

Please be assured this will not happen again.

On a more positive note however, I was pleased to read that the staff in Xray were welcoming and friendly and were able to put you at ease.

Thank you for sharing this experience with us so that we can learn and make improvements.

Carole Ann Holmes

Clerical Operations Manager Imaging and Nuclear Medicine

01634 830000 ex 5560

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