"Surprisingly poor. Customer care..."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

What I liked

The ward is Medicals Assessment Unit - Level 3. The staff member was so rude on the 'phone. I can't believe they are being paid to do an NHS job. They simply couldn't be bothered when I rang to ask about my relative. They seemed really out out to have to actually get up and go and find out some information for me.

When my relative asked a nurse for a pillow he was told 'we don't have pillows'.(She had just finished shouting at an elderly patient who was trying to pull out his catheter). Perhaps we were meant to steal one from another patient!

Horrible experience.

What could be improved

Basic customer care skill for the staff member who was clearly too busy chatting to staff to answer the phone.

Basic care and kindness from the older members of staff.

The younger members of nursing staff were faultless.CommunicationPatient careRudeServiceBedsTelephoneNursing staff

Story from NHS Choices

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Responses

Response from Queen Elizabeth I I Hospital

We're really sorry that this was your experience as it is not how we expect our staff to behave when it comes to how our patients are cared for and suppported - not to mind their family and carers! We'll make sure that the message gets back loud and clear to the team at the QEII.

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