"Great facilities, shame about the rude staff."

About: Russells Hall Hospital

What I liked

The staff member who conducted my scan was friendly and informative. Also, the support worker who did my follow up notes was polite and helpful.

What could be improved

The desk staff in the scan area were rude to the point of ignoring visitors standing at the desk. After waiting 5 minutes to announce our arrival for the appointment while the staff chatted and pretended we weren't there I had to say "excuse me" to one of the staff members only to be told they would "be with me in a minute". Not sure if they thought we were admiring the desk area or listening to their conversation but acknowledging our arrival would have been the polite thing to do before those 5 minutes passed.

Additionally every time I have called the scan department and on one occasion contacting Triage out of hours, the staff are offhand and huffy making me feel as if I'm intruding on their private time rather than asking them to simply do their job.

My experience so far makes me wish there was another hospital nearby that I could switch to, if the maternity staff have the same attitude as others I have encountered I am dreading having to spend time there during labour / birth.

Story from NHS Choices

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Response from Russells Hall Hospital

Thank you for posting your feedback. We welcome all feedback, and comments are acted upon as part of our ongoing commitment to improving patient care and experience.

We are pleased the staff in Maternity who gave you your scan and follow up notes were polite and helpful. We will ensure your comments are passed onto them.

However, we are concerned by your experience of our reception staff. There is never an excuse for rude or offhand behaviour and we will ensure our head of midwifery and the scan department manager is made aware of your remarks so that we can learn lessons and improve the service we provide our patients and visitors.

We would urge you to contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510 to discuss your concerns in more detail.

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