"the attitude over the telephone was disgusting"

About: Darent Valley Hospital

I rang up to ask why a relative was still classed as an inpatient when they had clearly left the ward 2 weeks before, our consultant had informed us when we went for an appointment and he thought my elderly relative was still an inpatient from the information on his screen, also, the paper work had been lost...I spoke to a lady who thought she could speak to me like I was worthless, I told her my name and she asked where I worked, what has this got to do with her, I just wanted my relative taken off the system as an inpatient, I did not ask for any information on him and did not breach any patient confidentiality...she then rang my elderly relative to confirm who I was, distressing him, he was already distressed due to the facts that his notes had been lost and he was not properly discharged from the system..she then rang me up at my place of work, asking who my my manager was to complain about my attitude toward her, I believe she was distracting me from the initial reason I rang and was very intimadating, saying she could report me for using my phone in work time (I had already been given permission to use the phone)..I am still flabbergasted by this staff members attitude towards me, a concerned relative , regardless of where I work and to threaten me by informing me she is going to ring my manager first thing monday morning, is disgusting bullying behaviour and I hope this is taken furher so at least she can be put on some kind of customer relations training, having told me I need to go on the same.

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Responses

Response from Darent Valley Hospital

Dear Anonymous We are extremely concerned about the issues you have raised and would like to investigate your concerns as a matter of urgency. At your earliest convenience please would you be kind enough to contact us on the details below. We sincerely apologise for any distress this has caused you and your family. Kind regards The Communication Department Darent Valley Hospital sue.daniels@dvh.nhs.uk 01322 428655.

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