"Stroppy receptionist!"

About: Burnley General Hospital

Before attending the urgent care centre in burnley my partner telephoned and spoke to the worlds most unhelpful receptionist in the world. I was struggling to breathe and the lack of empathy was outstanding. She was extremely rude and didnt really want to help, informing us that there was a massive queue and we could be waiting a gpod few hours. Me and my partner were left with no information and no other choice than to go into the centre in person. As we got there we began to realise it was the same receptionist we had previously spoken to. She hadnt a care in the world whether we were well or dying to be quite frank as the questions she asked rolled off her tongue in a heartless robotic manner. She questioned me and then stared as if i had done something wrong!. Her behaviour needs looking at and after reading all the otherreviews it appears not to be just me complaining. The nhs is an amazing system and you dont need half hearted individuals working for you!. On a more positive note after i was beyond reception the nurse and doctor were really friendly and was only waiting a couple of minutes (unlike what the receptionist said). Thankyou for the help.

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Responses

Response from Wendy Stobbs, Patient Experience Manager, East Lancashire Hospitals NHS Trust

Many thanks for taking the time to comment on your experience of our Urgent Care Centre. I will pass on your comments to the team for them to look at but can only apologise for the poor reception and phonecall that you had.

Also if you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that made some parts of this poor and others a good visit for you we would really value this. You can either contact me (Wendy Stobbs) on 01254 734471 or email me on wendy.stobbs@elht.nhs.uk.

Once again many thanks for taking the time to comment and hope you are recovered now

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Response from Wendy Stobbs, Patient Experience Manager, East Lancashire Hospitals NHS Trust

Dear Kerry Jo

Further to my response above to your experience at our Urgent Care Centre at Burnley General, I've spoken to the reception staff manager there and she would really welcome you getting in contact with her to talk through this. If you are able to email her on claire.lees@elht.nhs.uk she would really appreciate this.

many thanks

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Response from Burnley General Hospital

Thank you for sharing your feedback with us. We are very sorry that your recent experience with us wasn't what you expected, we always strive to deliver safe, personal & effective care. If you would like to discuss your concerns with us further please contact our Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns.

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