"Disinterested triage nurse let the team down"

About: The Tunbridge Wells Hospital

Attended A&E early hours of 18 August 2014 and had the misfortune to have first contact with a female staff nurse in triage who was clearly completely disinterested, had no empathy and lacked even the basic interpersonal skills. She was abrupt and quite frankly gave the impression I was wasting her time. Not a good start but...the staff I met afterwards were fantastic. The HCA, other staff nurse and the doctor were all amazing, professional, kind and reassuring. They confirmed to me that it was important that I had attended A&E. First impressions count and the traige nurse needs to understand that having compassion and treating patients with respect is not optional and if she can't be bothered she should leave the nursing profession and get an non patient/ public facing job somewhere. Shame on her.

Story from NHS Choices

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Response from The Tunbridge Wells Hospital

Thank you for taking the time to post a review. It is disappointing to read that you found the initial member of staff you came into contact with so unhelpful. I have passed your comments onto the Matron for A &E for training purposes and thank you for bringing it to our attention as this is certainly not an acceptable standard of care. I am glad that the staff you subsequently encountered were much more empathetic and that you felt reassured. Kind Regards the PALs team

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