"regarding a relative."

About: Queen Alexandra Hospital

At around 4:30pm on the 22/06/15 I took myself straight to G ward where I expected my Grandmother to be, to ask a nurse which ward she was in. The nurse couldn't find her name on her paperwork, so took me to the main desk of G1 and G2 to ask the 'main staff nurse' where she was. I stood and waited patiently, the staff nurse looked up from their computer for me to speak, so I asked if she could locate my Grandmother. They then said in a rude, abrupt manner "I will once you let me finish what I'm doing". Shocked to say the least, especailly as I hadn't even interrupted them. No chance was i waiting for their 'help'. I then walked out to look back and they're sat there glaring at me with a very nasty look on their face. Very engrossed in the 'work' they were doing huh, not to even mention professional. I took myself and my son to the main entrance desk who were helpful and cooperative and we eventually were able to locate my Grandmother. I understand you are sometimes understaffed and busy, but that nurse I encountered with is not fit to work with the public with an attitude like that, no matter how desperate you may be. That's my only complaint, I've never had a problem otherwise, friendly staff and cleanliness is 5*

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Responses

Response from Marion Brown, Head of Complaints and Patient Advice & Liaison Service (PALS), Portsmouth Hospitals NHS Trust

I'm sorry to hear that you found some of the staff to be rude and can assure you that this will be looked into by the Ward Manager. We want all of our patients and visitors feel welcome and reassured so I can only apologise for the poor experience you had at that time.

I'm glad that everything else has been as we would expect but should you ever want to share your views with us direct, or have a problem, then please contact our Patient Advice and Liaison Service on PHT.PALS@porthosp.nhs.uk or tel 0800 917 6039 who will be happy to assist.

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Response from Queen Alexandra Hospital

I'm sorry to hear that you found some of the staff to be rude and can assure you that this will be looked into by the Ward Manager. We want all of our patients and visitors feel welcome and reassured so I can only apologise for the poor experience you had at that time. I'm glad that everything else has been as we would expect but should you ever want to share your views with us direct, or have a problem, then please contact our Patient Advice and Liaison Service on PHT.PALS@porthosp.nhs.uk or tel 0800 917 6039 who will be happy to assist. Marion G1/G2 Sister states that she has discussed this incident with several staff on duty on 22/6/2015. She apologises on behalf of the team and this will discuss at next ward meeting to remind staff of how attitude and behaviour of one person reflects on all staff.

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