"Appalling unprofessional aggressive behaviour..."

I was referred to Silverthorn medical centre for emergency blood tests for my 90 year old grandmother, on her GP's suspicion of cancer.

Our 'reception' at the centre (if you can call it that) was angry, ranting nurse, shouting at the two (apathetic) receptionists that they "had finished" and it was their "time to go home".

It's quite amazing what you can get away with in the public sector as if I were to display the same behaviour before clients at the firm which I work, I would be met with a disciplinary faster than you can say "P45".

Taking a moment to put aside the feelings of shock and disgust that the nurse would behave like this in front of a crowd of patients, I turned to the two receptionists to ask what our alternative was.

I was advised Silverthorn was "closing early" and that Whipps Cross hospital was our next best venue.

Why did the receptionists or centre manager not communicate with other local healthcare practices who made referrals to them?

How is it acceptable to a nurse to behave in such a way in front of patients - many of whom would be there with health concerns? I recommend basic training in bedside manner at the very least for this aggressive member of staff.

Why were the receptionists not more proactive in greeting patients or making any effort to provide signage to indicate the centre was "closing early".

The behaviour of all staff at Silverthorn on this day was disgraceful and unnacceptable. It is staff like this who are giving the NHS a bad name... the staff at Whipps Cross hospital could not have been more different: professional, courteous and helpful.

Story from NHS Choices

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