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Reception at York Hospital

Posted By Chorlton

"Reception at York Hospital"

About: York Hospital / Accident and emergency

(as the patient),

I reluctantly went to the Emergency Department at York Hospital a few weeks ago on the advice of a pharmacist. When I arrived the receptionist spelt my surname incorrectly, and this was on the documentation that the doctors used. This isn't why I am writing this story though. The reason is because of the unwelcoming and judgmental attitude of the member of staff doing the triage bit at the front desk. What is shocking is that I imagine this member of staff working in this frontline service was given training to at least try to be empathic and non-judgemental. It made me feel worse about the situation I found myself in - which was through no fault of my own. And served to increase my anxiety levels when I was already feeling frightened.

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Responses

Response from Hester Rowell, Lead for Patient Experience, York and Scarborough Teaching Hospital NHS Foundation Trust 7 years ago
Hester Rowell
Lead for Patient Experience,
York and Scarborough Teaching Hospital NHS Foundation Trust

Submitted on 25/11/2016 at 15:51
Published on Care Opinion at 16:22

Dear Chorlton

We are very sorry to hear about your experience at York ED and thank you for sharing your feedback with us. We recognise that every member of staff from our receptionists to our consultants have a part to play in providing a positive experience of care and are very sorry that a member of the team fell short of this. If you feel able to share further details with us, we would welcome the opportunity to look into your concerns in more detail – you can contact us via our PALS team at pals@york.nhs.uk or 01904 726262.

We have shared your feedback with the staff who work on ED reception so they can reflect on their communication. Our staff are expected to demonstrate Trust values at all times: caring about what we do; respecting and valuing each other; listening in order to improve; always doing what we can to be helpful. We are very sorry that this was not your experience.

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