"Upsetting attitude of A and E reception..."

About: Western Eye Hospital

What I liked

The accident and emergency receptionist seemed to strongly dislike all the patients. Whilst the receptionist was not terribly rude their behaviour was also unsettling and was in no way reassuring. It was as if we were lucky to be there. There were many people waiting, many of whom may not have been urgent cases and, hence, the receptionist might have been annoyed about this. I could hear the receptionist being extremely rude to people and found the attitude very upsetting. I think it is very difficult for people who are in trouble to have to deal with this kind of thing. The nurse who dealt with us was also off hand and rude and not at all reassuring. Nevertheless, the person who ran the front reception desk was extremely courteous and nice as was the doctor who we saw and I could see that one of the two nurses on was behaving quite politely and reasonably. I believe that the problem with the NHS is not about money (although of course this can be a problem) but about the terrible attititude of administraion and nursing staff within the NHS . Of course, there are good staff, wonderful staff but two that we met recently were not at all good and indeed I imagine the expereince of being ill was made worse by their attitude

What could be improved

The staff could be trained in how to be kind, courteous and caring towards patients

Anything else?

The doctor was great as was the front desk receptionist at the entrance

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››