"Urgent care centre staff"

About: Skegness Hospital

Last week while away on my holiday at Butlins I became unwell and needed to seek medical advice. On entering the small department the receptionist greeted me politely, by saying hello how can I help. As a nhs employee I am fully aware that I should be greeted with hello my name is... I was advised of the long wait of up to 2 hours. I then waited to be seen. My name was called by a nurse, who didn't introduce themselves , but said I'm just taking your history and then you have to wait for the doctor. The history taking was very brief and I was made to feel like they weren't listening. They were quite rude really. I then waited a further hour to see the only doctor there that day. So my 2 hour wait was correct. The doctor introduced them-self and swiftly diagnosed my problem and advised me of the medication they were prescribing. The nurse with the doctor (different from the first nurse) did not introduce them-self either. Although, they were pleasant. I would advise that your nursing and reception staff be trained in politeness and the correct way to introduce themselves to the general public who have no idea who these professionals are that we are trusting to look after and treat us.

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Responses

Response from Laura Evans, Complaints Co-ordinator, Lincolnshire Community Health Services NHS Trust

Thank you for taking the time to provide us with your feedback. We strive to provide a high standard of care to patients, families and carers so are disappointed to hear that this has been your experience. To ensure we make the necessary improvements and learn lessons from the incident we would appreciate the opportunity to discuss this with you further. If you feel you wish to do this please contact The Complaints department on 01522 309752 or alternatively email LHNT.LCHSComplaints@nhs.net

Thank you

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