"a rude reception"

About: Burnley General Hospital / Accident and emergency

(as the patient),

I went into burnley urgent care centre on earlier in march 2015 with my 2 year old child of suspected gastritis. My mother as well as several other family members had rung me on the way in to see what was happening.

Once I got to the reception I started to book my child in, my mother rung me as she was at hospital herself and tried to get hold of me to see if her grandson was okay. I answered the phone and explained briefly what was going on and that I would ring her back. I was on the phone merely not even 30 seconds as I came off the phone the person at reception had given me a very nasty look and said to me that I shouldn't be on the phone whilst talking to them and, when I replied it was my sons grandma just seeing how he was, replied I don't care I was typing, then and in a horrible aggressive manner tutted, looked at me like something on the bottom of their shoe and continued to be rude towards me. I then told them that there are ways of speaking to people and I found their approach very intimidating...... and rude even the looks they gave.

I then asked the person for their name. They looked at me funny again and said im not obliged to give you my name and im not telling it you either. when I said what do you mean you cant tell me your name they just smirked at me and said I dont need to tell you anything.

I thought staff had to wear name badges for security? ....I just left upset...and mad at the fact there is people working in the nhs like this and obviously they will get away with it. I doubt I will be be the first who has been spoken to like that and I wont be the last ........all I wanted to do was take my son to hospital to be checked out and I come away with being upset with this and upset my son has gastroenteritis. its not on being spoken to like that all because I answered my phone to my mother for not even 30 seconds and I felt like I was being told off.

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Response from Burnley General Hospital

Many thanks for your feedback on your experience of our Urgent Care service, and thank-you for taking the time to do so. I will make sure your concerns are passed onto the team. I am very sorry to hear that your recent experience with us wasn't what you expected as we always strive to deliver safe, personal & effective care. It would help us greatly if you were to contact us to give us more information as we would like to identify the staff member involved and take appropriate action. If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that made this such a poor visit for you we would really value this so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Meg Davey) on 01254 733698 or email me on Margaret.davey@elht.nhs.uk. If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Or if you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

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