"A very rude response"

About: Northern General Hospital

Today I called a phone number for wards listed MAU (Medical Assessment Unit) on an NHS website. There were no separate numbers for MAU1, 2 or 3 so when I called and was greeted with "MAU1" I asked if I could be up through to MAU2 which was where my 95 year old grandmother had been moved to after a very traumatic time in A&E. The reply I got was what I could only describe as upsetting in an already stressful experience. The member of staff said "oh for goodness sake, why are you calling MAU1 if you wanted 2?" To which I explained I had got the number form the NHS website. Their further reply was "well it's time wasting like this from you which means we can't care for patients properly" I asked for their name and they hung up the phone!!! Needless to say I was very shocked, upset to unable to get through to find out how she was and annoyed to be spoken to so rudely.

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Responses

Response from Deborah Hopkinson, Patient Experience Co-ordinator, Sheffield Teaching Hospitals NHS Foundation Trust

I am so sorry to hear about your poor experience when trying to get through to MAU2 at a time when you were distressed.

If you wish to provide further details we can look into this, I will in any event be forwarding on your comments to the Emergency Care Group for consideration.

Please contact our Patient Services Team on 0114 271 2400 or email pst@sth.nhs.uk

and a member of our team will be happy to assist.

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