"Rude staff at theatre scheduling office"

About: Darent Valley Hospital / General surgery

(as the patient),

When I approached theatre scheduling, there were 3 women who seemed to be hiding behind computer screens. Though there was no queue, I was still still made to wait. Finally a women called me over- she seemed very angry and irritated, and seemed to have no interest in answering any of my questions. I feel that she tried to make me leave by continuously saying 'bye' even though I hadn't finished what I wanted to ask. She made no eye contact, and I felt she was extremely rude. I appreciate that people are busy- aren't we all? , but to be treated like that is disgusting.

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Responses

Response from Darent Valley Hospital

Dear bboy

We were very sorry to read of your experience as we do expect our staff to be courteous and polite at all times. We have forwarded your feedback onto the Manager of the department who has asked if you would be kind enough to contact her on 01322 428100 Ext 8922 to discuss your experience.

Kind regards

The Communications Team

Darent Valley Hospital

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Response from Dartford and Gravesham NHS Trust

Dear bboy

We were very sorry to read of your experience as we do expect our staff to be courteous and polite at all times. We have forwarded your feedback onto the Manager of the department who has asked if you would be kind enough to contact her on 01322 428100 Ext 8922 to discuss your experience.

Kind regards

The Communications Team
Darent Valley Hospital

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Update posted by bboy (the patient)

I have already tried to phone the manager of theatre scheduling on 4-6 different occasions,trying to cancel a procedure- never got through to a person, sometimes got an answer phone. So no, I will not be 'kind enough' to contact you. Maybe you could be kind enough to ask your staff to treat patients kindly.

Response from Dartford and Gravesham NHS Trust

We are sorry that your experience with us has not been a positive one. If you are happy to email pals@dvh.nhs.uk with your details we will telephone you directly alternatively you can cancel a procedure via our website. Further details are available here: https://www.dvh.nhs.uk/contact-or-visit-us/cancel-operation/

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