"Very disappointed with Receptionist in MIU"

About: Gravesham Community Hospital

I took my child to miu last week and very disappointed that the receptionist did not understand that my son needed to be in a quite area, he is disabled and can not stand loud noises and usually I am given the option to sit in a room while we wait, there were two rooms empty the whole time the receptionist rudely told me " take a seat and wait your turn like everyone else" I did not mind the wait, I was concerned for my son, I asked if I could speak to a senior nurse and again the receptionist ignored my request and repeated " take a seat and wait your turn like everyone else" my son was very distressed and kept holding his ears with both hands because the tv was on quite loud plus people and children talking loudly, how cruel from a non nurse to dictate to me what I should do, i will be taking this further

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Responses

Response from Gravesham Community Hospital

Hello

Please accept our sincere apologies for the poor experience that you and your son had in Gravesham MIU recently and for the distress and anxiety this caused to you both.

Your review has been passed to the MIU lead for further investigation.

She has advised that the department does try and accommodate patients’ needs whenever possible depending on how busy the unit is. The TV should never be on a high volume as the receptionists need to be able to listen to the patients when they are registering.

However regardless of how busy the unit was, the receptionist should never have been rude to you or ignored your request for help.

Staff should be polite and show compassion to patients and their family members or friends attending the MIU at all times.

If you wish to discuss your concerns in more detail please don't hesitate to contact the Customer Care Team (contact details below).

Best wishes and apologies again.

Customer Care Team

Kent Community Health NHS Foundation Trust

Tel: 0300 123 1807

Email: kcht.cct@nhs.net

Website: www.kentcht.nhs.uk

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