"Shocked at behaviour in Rotary Suite"

About: William Harvey Hospital

I had an appointment on Saturday in the rotary suite. The appointment was around lunchtime but I arrived a little earlier as you do for appointments. Whilst waiting (it was already 15 mins past my appointment time) the staff decided to play around by pushing another member of staff around on a chair from one room to another and making horse noises. I was extremely shocked at how unprofessional the staff were and how loud and childish they were behaving. I understand that people need to have a lunch break however with many patients waiting, their behaviour was appalling and disappointing. It is also a health and safety risk. With their playing around my appointment was delayed for almost half hour, it is definitely not an acceptable reason for the delay.

When I went for my appointment, the staff in the room of which there were 4 did not introduce themselves so I left not knowing their names or who I was talking to. I should have asked but it wasn't the first thing on my mind. The staff acted quite casually.. With a costa cup in one had and the other person looking as if they were extremely tired and about to fall asleep when their colleague was talking. Not sure I have ever experienced this kind of service before. It made me feel like I didn't have their attention or they weren't that interested in my appointment at all. Very disappointing

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Response from William Harvey Hospital

Thank you for letting us know about this.

I would like to apologise for the unprofessional behaviour observed involving the receptionists on Rotary ward. They were at the time on their break, however this does not excuse this behaviour.

Both members of staff will be addressed individually and asked to reflect on how their behaviours impact service users as first impressions are so important.

The playing around would not have impacted the time or delay of the appointment but I can understand why patients waiting would assume this.

The staff in the room should have introduced themselves; there were three consultants and a clinic nurse – the Manager for Rotary Ward will speak to them and ensure that they do this in the future.

The consultants are very expert within this clinical field therefore can appear quite casual in their manner, but this is not intended.

Please accept our profound apologies.

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