"staff rudeness"

About: Princess Alexandra Hospital (Harlow)

My father was admitted to Henry Moore ward, my brother visited and asked the nurse questions. I inadvertently asked the same question and the nurse replied "this is like de ja vous". Everytime I visited nusing assistants were sat chatting, the staff are reactive not proactive. The ward manager told me to put complaint in writing, informed me she didnt like my attitude and put the phone down on me. The problem is not just lack of staff but poor management of staff and lack of staff initiative.

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Response from Princess Alexandra Hospital

Dear Anonymous, I am sorry you have had this experience. This is not what we expect from staff at the Trust and we have put a significant amount of effort into ensuring all members of the healthcare team provide patient and family centred care throughout your stay or visit. We have clearly fallen short of not only your expectations, but ours too. I have passed your comment onto the ward staff and matrons and the issue will be addressed with the staff you mention. Please get in touch with the Patient Experience Team in order to describe your experience more fully so we can ensure we listen, respond and support improvement at ward and clinic level and so that you do not have a similar experience in the future. Our email is pals@pah.nhs.uk and our number is 01279 82 70 84. We are here Monday to Friday, 9.00am to 5.00pm. We await your call or email.

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