"A and E reception terrible."

About: Hillingdon Hospital

Visited a and e this week with my toddler who was suffering breathing difficulties. The care he received from both the a and e doctor and the paediatricIan was faultless but the reception staff really let the team down.

Whilst I stood heavily pregnant and terrified with my toddler in my arms they found it appropriate to ignore the fact that I was there and discuss between them selves the failings of the 'new doctor' in preparing the right paperwork for our referral to the paediatric a and e and just how many 'breaches' they were having to manage to prevent failures. A little compassion would go a long way and perhaps addressing me with some information about what the problem was with our referral and what the next steps were instead of making me feel that I had done something wrong just by standing at the desk where I was left by the doctor....

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Responses

Response from Hillingdon Hospital

Thank you for taking the time to share your experience with us, it is always valuable to hear where we can improve.

I would like to assure you that we take patient satisfaction very seriously and your feedback has been shared with the management and staff for reflection and consideration for future learning and practice improvement.

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