"Reception"

About: Southampton General Hospital / Trauma and orthopaedics

I had to take my husband into F2 yesterday, he was unable to walk or bear any weight. I ran into reception and asked the receptionist if they could arrange for me to borrow a wheelchair to enable me to get my husband into the hospital , they were very off hand and rude and told me there were no wheelchairs and that I would have to get him into the hospital myself, I explained that he was unable to walk, they then responded by stating there were no porters available, explained I didnt want a Porter, just a wheel chair, again no chairs, and he would have to get himself into the hospital, not even a 'sorry' Appalling attitude. This so called receptionist needs training in customer handling skills and perhaps a bit of compassion wouldnt go amiss. I returned to my husband in tears and explained the situation, fortunately for us somebody was returning a chair which they offered to us.

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Responses

Response from Southampton General Hospital

We were so sorry to read your feedback and would like to apologise for the experience and difficulties you and your husband had.

It was disappointing to read this.

The Trust is aware that there is currently a problem with a lack of access to wheelchairs and is taking steps to address the problem.

Your feedback will be shared with the manager of the team involved to address the issues about customer care.

Please do not hesitate to contact the patient support services on 023 8120 6325 if you would like to discuss this further.

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