"Staff needs training"

About: King George Hospital

I am really disappointed with a way I was dealt with very rude staff. My daughter was not well on couple of days ago and went to the hospital.

I was given a yellow card and directed to register the patient. It was my first time I went to the hospital and registration staff gave 2 paper to fill in. The print quality was really poor and I could hardly see half of the fields. Anyway I did my best to fill in and went back to the queue. Staff then told me that the form is not fully completed and I have to refill the form again. I asked them to give me forms which I can read and then they started talking loudly and gave me the new forms after 5 minutes. They told me sit down and fill the form and join the queue again. I told them that I can fill the forms on the counter as I don't want to join the queue again. Upon which they called a Police officer in stand. Police officer didn't see any odd behaviour and watched me filling the form and then joined the queue again and gave my forms again.

This process gave me 30 minutes extra pain (followed by 5 hours wait) to my daughter who was watching me deal with the rude staff + Police officer.

By the way the management of registration staff was sitting at the back and was watching/listening the conversation but did not bother to say a single word.

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Responses

Response from King George Hospital

Thank you for taking the time to make us aware of your experience, I was very sorry to read your experience. If you would like to discuss your concerns further, you can contact our Patient Advice and Liaison Service, who will be happy to assist you in any way they can. They can be contacted on 01708 435 454, or by email PALS@bhrhospitals.nhs.uk.

Yours sincerely

Kathryn Halford

Chief Nurse

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