"Poor performance"

About: Leighton Hospital

Arrived by ambulance with the patient, who was swiftly brought into the obs area. Ambulance crew great, as was the nurse who took the obs. After taking a few basic obs, told to go and wait in reception. Then approached to be told to go to out of hours GP waiting area. Signs stating entering a clinical area, and to use the hand gel to clean your hands - shame it was empty. Waited for over an hour as three people were seen before us (large gaps in between appointments, with only us in the waiting room) - began to get the feeling we'd been forgotten. Went to the reception desk to be greeted by a receptionist who was too busy on her mobile phone to show any respect or care whatsoever. Asked how long the wait was, and she replied 'I don't know, depends how many people are booked in before you' asked how many are booked In before us to be told 'well that's a different screen and I'm not in it so... ' then we were told 'well if he gets a break in between patients he can see you then' - we were already in the waiting area when he had at least two fifteen minute breaks in between patients! Ended up with patient having to leave in pain, as couldn't be told how long the wait was - had not been offered any water so patient was extremely thirsty and light headed. When telling the receptionist patient was leaving, she barely aknowledged it, and made no attempt to help or explain. No care whatsoever - well I guess she was too busy on her mobile phone again. The receptionist said that it was a very quiet night, so I'd hate to see how long you would have to wait to be seen when it's busy! Very poor visit, highly dissatisfied and feel let down by the hospital. All nurses met were lovely! It's a shame they would be tarred by the same brush of the surly and unhelpful receptionist.

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Response from Leighton Hospital

I am very sorry that you felt you were let down by the hospital and that the receptionist was not helpful. Your feedback has been shared with the line manager for the receptionists who was very disappointed to read your comments. We work very hard to ensure our staff treat patients with compassion and respect and apologise that this was not your experience. Thank you for your positive comments about the nursing staff. If you would like to discuss your concerns with us then please contact the customer care team on 01270 278098 and they will help investigate the issues you have raised or arrange a meeting with staff from the hospital who will want to learn from your experiences. Many thanks. Jayne Hartley, Deputy Director of Nursing and Quality

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