"A & E nightmare"

About: Leighton Hospital

My granddaughter (19) attended A & E with her mum. Her mum was in a wheelchair due to a bad fall - suspected broken ankle, fractured ribs and cuts to back of head. The receptionist on duty on Saturday afternoon - April 19th was both unprofessional and rude. She told my granddaughter she would have to wait to check her mum in (at the time she was drinking a cup of coffee whilst talking to two male colleagues) and carried on her casual conversation with them. She eventually decided to check my daughter in stating, "What's wrong with her then?" She did not direct her question to my daughter as she would not move from her seat. She then asked, "and who are you then?" My granddaughter was so upset by the receptionist's rude and brusque attitude that she telephoned me to come to the hospital. My daughter was taken to the Major's Section. Worse service was to follow! This is the second attempt I have tried to submit this review as the first one stated there were technical difficulties and did not save!

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Responses

Response from Leighton Hospital

Thank you very much for raising these issues. I apologise for your poor experience within the department. I will share your comments with the office manager who will discuss your points with the team and individuals concerned to ensure they understand how they were perceived on this occasion. If you would like to discuss this incident with me then I would be happy to do so. Please contact the customer care team on 01270 278098 who will be happy to arrange for me to either talk with you or meet you. Sue Talbot-Crosby, Matron, Emergency Department

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