"Rude Staff"

About: Leeds General Infirmary

I was referred by my GP for an ultrasound & MRI scan, however due to the waiting time / date of the NHS appointment and how ill I was I decided to make a private appointment at the Nuffield. However my real gripe was the way in which I was spoken to by the person when cancelling the appointment at the LGI. When I telephoned the ultrasound department to cancel the lady barked down the phone and I quote 'date of birth?' no greeting nor even a courteous response. On providing the information she barked again 'name?' to which I obliged but this time followed with 'crikey!!, which at the time was the only word I could muster but did not stir any response from the person. She informed me that there was no person booked in and asked me to say my DOB again, I obliged again and she located me with a 'oh yeah, got you'. Her rude manner continued until the end of the conversation. I am and I'm sure there are lots of other nervous patients attending or appointments. Had I come face to face with this person and attended the NHS appointment I would have about turned and walked out. This person to treat people with a little customer care given the nature of the business and realise that the actions of one person can change the patient experience completely.

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Responses

Response from Leeds General Infirmary

Dear Lynn046 I am very sorry you feel that this member of staff was rude to you. This is not the kind of behaviour that we expect from our staff. I have sent your comments to the General Manager for Radiology so that she can look into the issue. If you would like to discuss this issue further please contact the Trust’s Patient Advice and Liaison Service (PALS) on 0113 2067168 or email patient.relations@leedsth.nhs.uk Thank you for taking the time to write to us. With kind regards Rosie Senior Nurse Patient Experience

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