"Total lack of customer service by sister at..."

About: Kent & Canterbury Hospital

My brother in law & myself were directed from Folkesone Walk Centre on the evening of th 10'th Feb to visit the walk in centre at Cantrbury hospital for an anti biopics boost. We had a letter with us to explain the reason to the referral to Cantrbury.

We arrived at Canterbury at 20 40 & eventually left at 0115. He was not seen to until after midnight. Onc the doctor saw my brother in law the cafe & attention form them was brilliant .

When we arrive at the ward reception we were totally ignored for 5 minutes whilst 4 staff were glued to computer screens & the sister was only interested in form filling. . Eventually the doctor the other sid of the desk was embarrassed by our oresnce & askd if they could help. The doctor was immediately rebuked by the sister in a brusque & unprofessional, manner & my bother told to wait. The sister continued to form fill. 5 minutes later a helpful nurse tried to move referrals along & again was rebuked by this unprofessional , curt in manner, uncaring & totally lacking in any inkling of customer service sister . As a retired Headteacher I was astounded by the attitude of this sister. For the next 4 hours I observed them, they hardly spoke to anyone & never smiled .

Why is it that the staff are more interested in being glued to computer screens rather than acknowledging & interacting with patients.

I left the hospital thinking why are we spending more money on our health service when patients are made to feel a nuisance & inconvenience interrupting staff from studying computer screens. This apparent contempt for patients was epitomised by the tollway unprofessional attitude of the sister.

Today Sunday when I visited my brother in law in Clarke Ward the attitude was Italy different, we could not have met a more caring & helpful sister .

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Response from Kent & Canterbury Hospital

I am so sorry that you encountered this attitude.

Please will you contact PALS so that we can take some details and enquire into the events on the night of 10 February 2016.

PALS can be contacted by telephone on 001227 783145 or 01227 864314, by email via ekh-tr.PALS@nhs.net or by completing one of our online forms which you can find by logging on to our website and clicking on the relevant 'C' on the home page.


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