"A rather poor welcome!"

About: Royal Sussex County Hospital

What could be improved

Reception. In particular the attitude of the two receptionists. I was looking for my father who had called me half an hour previously to tell me he was in hospital but we got cut off before I could find out where he was. When I informed reception of this they told me that he would still be in A & E. I told them that although he had only called me half an hour previously i had no idea how long ago he had been admitted. They were still quite insistant that A & E was where I should head to and we had some debate about this before they finally agreed to look on their records which was surely where they should have started from in the first place? It turned out he was in a Millenium Wing and they curtly handed me a sheet of paper with directions.

Their whole attitude was one of annoyance and gave the impression that they couldn't wait to get rid of me, although there was no queue behind me. I am sure this is not the impression the NHS intend their "front of house" to give out.

Story from NHS Choices

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Responses

Response from Royal Sussex County Hospital

We are extremely sorry that your experience of our Reception staff at the County was so poor and we would encourage you to make a formal complaint so that we can investigate the events you describe properly. You can do this by contacting our complaints department on 01273 696955 (ask for the Complaints department) or email complaints@bsuh.nhs.uk. Your comments have been passed to the staff responsible for this area.

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