"Disrespectful staff"

About: The James Cook University Hospital

I had an appointment for a scan and had to attend the X-ray department. I arrived 10 minutes before my appointment time and took my place to wait to be called to book in. There was one receptionist sat staring into a computer and another kept walking backwards and forwards into a room behind the desk. Occasionally they would whisper something to the receptionist sitting down. At no point was I acknowledged and as time went by I was having difficulty standing due to my osteoarthritis. I was with my husband and after 10 minutes I remarked to him that I was now late for my appointment so this receptionist sat staring at the computer screen looked up and said "I won't be long I'm just catching up". At this point there was a queue of about 8-10 patients. 15 minutes passed by when another receptionist came out of the room at the back and shouted "next". They took my appointment letter asked my date of birth which I gave then asked for my address which I refused to give in front of a waiting room full of patients, they said it was procedure but I still refused and I will give my reason for this. I am a recently retired Senior Nurse and I can clearly recall approximately 15 years ago a patient making a complaint regarding being asked her address in a clinic where there were other patients. She gave very valid reasons for her concerns the main one being anyone listening could easily work out her home was probably empty. A recommendation was made that this question was not to be asked. Obviously time has gone by and the powers that be think it should be asked which is ridiculous because my address is on the appointment letter I handed to the receptionist.

The attitude of the clerical staff is appalling, not acknowledging patients and being too busy "catching up" to be bothered is one of the worst cases I've come across. I seriously think they need to look for another job where they aren't inconvenienced by the people who are keeping them in a job. As X-ray isn't on the list of departments in the drop down facility (are we not allowed to complain about them) I have had to choose another.

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Responses

Response from The James Cook University Hospital

Good morning

Thank you for your feedback regarding your experience during your visit to the x-ray department at The James Cook University Hospital.

I am sorry you have cause for concern and I have shared your comments with senior managers within the Centre for Clinical and Diagnostic Secvices.

I would be grateful if you would telephone the Patient Advice and Liaison Service (PALS) team to provide us with your contact telephone number or email us on: pals@stees.nhs.uk and a member of the management team will be able to contact you with feedback once they have investigated your concerns.

Yours sincerley

Miss Barbara Bellamy

IG & Patient Safety Advisor