"Reception Staff need re-training"

About: Queen Elizabeth The Queen Mother Hospital

I attended A&E at 10pm and was told there was a five to six hours wait. The waiting room was packed and people becoming fractious. A very elderly gentleman went to reception to inquire about how long left he had to wait. I'm not sure what the receptionist said to him but was told he wait longer. When he walked away I watched two reception staff laughing at the man. After 15 mins the elderly gentleman went to reception again to tell them they couldn't wait any longer. I could see the two receptionists laughing again at him and his wife. It wasn't funny. In fact just reminded me of playground bullying. These receptionists need to realise 0 sick people = 0 jobs!! I am disgusted and going to make a formal complaint as I'm not letting it go!!

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Responses

Response from Queen Elizabeth The Queen Mother Hospital

Thank you very much indeed for letting us know about this - it is most certainly NOT what we expect of our staff.

What we do expect is good, kind, considerate and accurate communication.

There are times when A&E is extremely busy and patients have to be prioritised, but those waiting need to know what their options are, for instance that they might like to see their own GP in the morning.

I shall be taking this matter up with the Senior Matron for A&E.