"ENT reception staff"

About: Royal Lancaster Infirmary

I recently had an appointment at the ENT department for my child. Upon arrival both reception desks were unattended, I made the assumption that this was because we had been early. After waiting 20 minutes pass the appointment time someone appeared at the desk. They did not acknowledged our presence or that of the other 2 families waiting for their appointment. They sat at the desk. After another wait my partner decided to approuch them and inquire as to when our child was to be seen; their response was very abrupt. They stated that on the appointment letter we had recieved that it stated we should expect up to 2 hours for the appointment. My partner explained that the letter said to allow 2 hours for the actual appointment and a waiting time was not specified. He then asked if it would be possible if the receptionist could go and check how much longer we would be waiting. They sighed heavily, put down what they'd been doing and march out of the reception area through an unlocked safety door. On their return they announced our wait would be less than five minutes. The entire time they did not acknowledge the other families waiting. The actual appointment was good and I can't praise the comsultant enough. They put our child and ease and was very helpful, however i feel that the attitude of the reception staff made our visit to ENT very unpleasant and I found this person's demeanor to be rude. I will be making a formal complaint.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Royal Lancaster Infirmary

We are really sorry that your experience at the Royal Lancaster Infirmary wasn't what you would expect and are very keen to investigate and respond directly to you. Although you mention you will be making a formal complaint we would appreciate it if you could contact our Patients Relations team directly on 01539 716621 to allow us to investigate further. Thanks again.

  • {{helpful}} of {{total()}} people think this response is helpful