"i didnt get the information i needed and was..."

About: Leicester Royal Infirmary

What could be improved

I telephoned A & E reception at 1.40pm on a Friday. The call was answered and before i had finished explaining what i had called to say, the person rudely stated that 'there is nobody who can take your call at the moment. the admin office is closed.' i stated that i hadnt even said what i wanted yet, and was informed that 'it doesnt matter, there is nobody who can answer your call at the moment', i responded 'well, who are you then?' and the response was simply that 'i'm just here taking calls to divert them as there is nobody here who can take your call.' I feel that this is a waste of NHS money paying a womansomeone to answer a phone, rudely interupt the caller and tell the person that there is nobody there to help and it doesnt matter what they was calling about anyway. especially for an accident and emergency department.

I am a community support worker for a professional service and the information that i required was on behalf of a client who is unable to enquire it for herself, the information required was of an urgent nature.

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Response from Leicester Royal Infirmary

We're sorry to hear that a member of our staff treated you this way and would welcome more detail to provie you with a better response and to speak to the member of staff concerned so they too could hear your feedback.

Rudeness and bad manners are not acceptable from our staff and for that we sincerely apologise. We hope that this was an isolated incident, and will speak with our admin team about their communications skills, particularly on the phone.

If you could please contact us with details of the date and time of the incident, via our PILs team on freephone 08081 788 337, we will investigate this further for you.

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