"A long and tiring morning. But the Professor and..."

About: The Royal Victoria Infirmary

What I liked

Very clean and the staff were honest and explained all the good and bad points of my case.

What could be improved

The bad point and there is only one. On arrival at the hospital for my appointment - of which I was three hours early, no fault of the hospital but the fault of Northumbria Ambulance Service who had sent a `taxi` to collect me knowing full-well that I required a wheelchair on arrival at the RVI and which I had informed them by telephone. Walking is very dificult for me and a wheelchair was a must have on arrival at the RVI.

After struggling to the reception and handing over my appointment letter the person behind the desk explained where `E` Clinic was. I explained that I needed a wheelchair and the reasons why and that I had explained to Northumbria Ambulance Service etc, etc.

The responce I received from this person was very, very abrupt and cheeky to the point that I was ready to ring for a taxi and return home. I have never been spoken to like that by anyone, never. As it was, a porter was passing with a wheelchair and took me to Clinic `E`.

But this person needs training in patient relations.

Apart from their very bad manners the hospital visit went very well and the staff were polite and all had good manners apart from one!

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Response from The Royal Victoria Infirmary

Thank you for taking the time to post your comments about your recent visit to the RVI. It is good to hear that the majority of your visit went well however we are very disappointed to learn about your experience at reception.

Please be assured that we expect the highest standard of customer care from all of our staff at all times. We have taken this feedback very seriously and attempted to look into the matter in order to identify the individual involved. However without further details, it has not been possible to do so. in order to investigate this further, we would be grateful if you could contact the Outpatients Manager, Mrs Kathleen Jaques on 0191 233 6161 or Kathleen.jaques@nuth.nhs.uk and provide further details of the exact location, date and time that you arrived.

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