"a rude receptionist on the physio department"

About: Glenfield Hospital

My mother was left waiting for 20 mins at the physio department yesterday. When she approached the 'receptionist' she was informed in a rather rude tone that she had arrived on the wrong day for her appointment. My mother tried to explain to this individual that she was sure she was correct but received a very frosty response. On going home, my mother checked her appointment card and she had arrived on the correct day and time for her appointment. She contacted the 'receptionist' to let her know, who unbelievably continued to be quite rude to my mother. Finally, my mother received a begruding apology from this individual. My mother was left upset by this experience. Very poor patient care and poor attitude.

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Responses

Response from Glenfield Hospital

Dear reviewer, We are incredibly sorry to read about the way your mother was treated, this is unacceptable and does not reflect the standards of Caring at its Best we set at Leicester’s Hospitals. Sharon, our Physiotherapy Reception Team Leader is looking into this for you, but it would also be useful if you could send her further details such as your mother’s name, her appointment details (date/time etc) so we can identify the individual you are referring to here and discuss the issue with them further. Sharon can be contacted directly at sharon.reeves@uhl-tr.nhs.uk Kind regards Communications Team Leicester's Hospitals

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