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Accident and Emergency reception staff

Story from nhs.uk

"Accident and Emergency reception staff"

About: Kettering General Hospital / Accident and emergency

After attending a and e today I was shocked at how rude the reception staff were.

The first two sat behind their desk with faces like they had just eaten a sour lemon.

Wouldn't have hurt them to smile or be polite.

My son then has his X-ray and we return to 2 further miserable looking individuals who would make a funeral look like a birthday party.

Very rude rude again when speaking to me.

Also, the layout of the new a and e is not fit for purpose.

Any more than two people and staff can't get past.

No wonder they look miserable.

I get they it can be frustrating dealing with people and their problems but that's their job.

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Responses

Response from Kettering General Hospital 7 years ago
Kettering General Hospital

Submitted on 28/09/2016 at 13:34
Published on nhs.uk on 29/09/2016 at 02:31

Dear Robin

Thank you for taking the time to post your feedback on NHS choices. I am sorry to read that your experience was not a positive one and that you were met by many unhappy faces.

We have had many changes in the department over the last few months to improve patient safety, experience and flow. We have, however, more work to do within our minors area to improve patient privacy and dignity. I will certainly inform all the Emergency Department staff of this comment and remind them all that we are the first contact point for KGH and we should all treat each patient/relative with politeness and be aware that our attitude towards them should always be professional.

I am more than happy to meet with you, if you would like to discuss this further.

Please contact our Patient Experience Lead on 01536 491581 if you would like to meet with me.

Kind regards

Rebecca Norton ED Lead Nurse

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