"2nd receptionist had attitude, was very rude..."

About: Leicester Royal Infirmary

Arrived at gastro-enterology department.was greeted nicely by the 1st receptionist. I sat down and waited to be seen by a Dr. After an hour of waiting I went to the reception desk to ask how long I would have to await. I noticed it was a different member of staff, I asked how long I may have to wait and with attitude I was told "I don't know, haven't you noticed I'm a different receptionist, shall I cancel your appointment". I was totally shocked by this attitude and rudeness. I sat back down only to hear the receptionist speak to another patient in the same manner with the same tone rudeness and attitude. The reception area was full of patient's so everyone could hear. Patients should not have to put up with attitude or rudeness from staff.

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Responses

Response from Leicester Royal Infirmary

Dear reviewer, Thank you for taking the time to post your comment. We are really sorry to hear that a member of staff was rude to you when you were waiting for an appointment. This is unacceptable and does not reflect our Trust’s values that we expect all of our staff to follow. Your feedback is much appreciated as we are committed to improving our service for future patients. We would like to look into your case to ensure that the relevant member of staff can be identified and offered the appropriate customer service training. If you are happy for us to do so, please contact me on 0116 258 6281. Kind regards, Michael Nattrass Deputy Manager of Cancer, Haematology, Urology, Gastroenterology and General Surgery Clinical Management Group Leicester's Hospitals

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