"Unprofessional behaviour. Of receptionists in A..."

About: University Hospital Of North Tees

I was called to the hospital, after getting the shocking news my mother in law was dying, and I should get there as soon as possible, sadly she did die later that night, and had the most caring and professional help from the EAU department.Who were exceptional, caring and kind .....What you would hope for to help a loved one pass away with dignity, and respect.Thank you....

The receptionists at A and E were not helpful, in fact they made things worse.

I like the majority of people who attend A and E was not feeling at my best, I was shaken, and actually very frightened by the news I had just received..Since it is hospital policy not to have mobiles turned on in the hospital, I tried to find out where my mother in law was in A and E through the reception staff.

When I approached, I said her name, I was asked her date of birth, I said I don't know, because I could not remember it at that moment, I was asked her address, I started slowly saying , she lived at ##### ,then she went to a care home in Norton, before I could finish the sentence the receptionist interrupted and said "Well there are a lot of those?"in an unhelpful and frankly quite sarcastic tone..I put my hands on my head, and said, I Cant Think!,I repeated her name, and the receptionist said, " well I have 52 Mrs # .....#######.on the system, again in a sarcastic tone!!!!!!!!! How was that helpful? How did that improve the situation?What professional person thinks that to talk to someone who is clearly upset and confused, in an aggressive, unprofessional manner helps?..

I did raise my voice.and I said IT DOESNT MATTER...!and I stepped away I repeated IIT DOESNT MATTER! Ill phone them..as I walked to the exit to use my phone...at which both receptionist squealed????

Thankfully against hospital policy my son had left his phone turned on to get an answer from his work about him being absent, and my husband came out as he was three doors away from the receptionist...

If you have surveillance cameras hopefully with audio, you will see I did not make any threatening or aggressive gestures towards the receptionists, I did not swear , threaten or insult them,all I did was raise my voice as I stepped away, and you will also be able to see and hear how unproffessional these staff were..I would have taken their names but actually I want to forget these nasty people as quickly as possible...

If I may suggest that if you do look into this matter, that you recommend they keep all unhelpful, and sarcastic comments to themselves, as I personally believe I was upset , and I was scared, but I WAS NOT ANGRY until, after enduring their unpleasant behaviour,

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Responses

Response from University Hospital Of North Tees

We are sorry to hear of your recent experience at our Accident & Emergency department.

If you wish to discuss your concerns further please contact the Patient Experience Team on 01642 624719, email Patientexperience@nth.nhs.uk or write to the Patient Experience Team, University Hospital of North Tees, Hardwick, Stockton on Tees. TS19 8PE.

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