"absolutely horrible, humiliating &..."

About: Western Eye Hospital

What I liked

The nurse was relatively kind....she hardly listened to me...but kind

What could be improved

The reception staff is in serious need of customer service training!!! I have never been treated so horribly in my life!!!! I was belittled, laughed & yelled at and mocked by a member of accident & emergency reseption staff.

Anything else?

I was abruptly cut off by the front reception when I was trying to explain to him what I was there for, and he just sent me away to speak to the accident and emergency (A&E) reception. When I then tried to explain to the A&E receptionist that my problem wasn't an accident or emergency and that I just have a quick question (As I am not from the UK & have just recently moved here from another EU country) & wheather I was even at the right place. He also cut me off (looking extremely annoyed, & I must say, the waiting room was half empty & there was no stress or reason to be rushed at all) and asked me what was wrong with me in a way that made me feel that my problem was severely inconveniencing him! When I explained that ( in front of a listening waiting room) my vision gets blurry at times (which clearly means this wasnt an A&E & he could have told me that then) he began asking for my name, number, postcode & GP number (I had to ask him to repeat several times which annoyed him so severely that he started rolling his eyes while huffing and puffing at me) and when i told him I dont have a GP (as im new in the country and have no idea how the UK healthcare system works) he just stopped and stared at me in a shocked and mocking way, telling me off for not having a GP. I tried to explain to him that i just moved here but was met with such extreme hostility by this man that I actually started tearing up (im 25!). He began half yelling at me that he needed my EU number in that case (after asking me weather the country im from is in the EU), and when i told him i dont have one he made such a huge deal out of it that I told him i could leave if this is stressing him out too much! he responded by saying that (in a very condesending tone) this is his job and that he is here to help patients. It was awful & humiliating!!! please do something about this!!!AccidentsStressAttentiveEmergencyReceptionAccident and emergencyReception staffKindCustomer service

Story from NHS Choices

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