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Attitude from reception

Posted By Ruffles

"Attitude from reception"

About: Royal Alexandra Hospital / Accident & Emergency

(as the patient),

My son was waiting patiently for 3 hours on a wheelchair at reception with his foot resting on a chair 2 keep it elevated, when the receptionist suddenly started to berate him for making, and I use their words here a racket insisting the receptionist had a a headache.

I was sitting out of site from the receptionist and approached them and challenged what was said insisting he certainly was no making any noise at all, and was met with yet more abuse from the receptionist! !

My son was visibly upset now as well as in pain. Made a hellish trip 10 times worse. An absolute disgrace! !

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Responses

Response from Lorna Fairlie, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde 8 years ago
Lorna Fairlie
Patient Experience, Public Involvement Project Manager,
NHS Greater Glasgow and Clyde

I work in a small team in NHS Greater Glasgow and Clyde which seeks to involve patients and carers in the work of the NHS. The biggest part of my role is in managing feedback projects across the Board area, one of which is Patient Opinion. It is my job to give our patients and carers the opportunity to give us feedback, and to make sure that this is passed to the right people to help us improve the services we provide.

Submitted on 01/09/2015 at 16:51
Published on Care Opinion at 21:54

Dear Ruffles,

I am really sorry that your son was spoken to in a way which left him feeling upset - this is of course not at all how we would wish any of our patients to feel after using our services. We would expect all staff to treat our patients professionally and with respect, and so often our reception staff are the first people that our patients come in to contact with, so this can set the tone for the rest of the visit.

For the most part our reception staff do absolutely treat patients politely, and particularly in A&E this can sometimes be under difficult circumstances. However I am sorry that on this occasion that this was not the case and I will make sure your comments are highlighted to colleagues in A&E at the RAH.

I hope that your son's injury wasn't too bad and that he has fully recovered,

Best Wishes,

Lorna

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