"Bad customer service from services"

About: Epsom Hospital

What I liked

Lovely reception and porter team

What could be improved

Better customer service and team work from the nurses

Anything else?

I attended the a&e department late friday evening with a relative the reception staff were great but i felt one of the nurses was absolutely disgusting he was rude to all if his staff especially a porter in particular it come across that this nurse was bullying his collegue which i was appalled by. This created an atmosphere for not only myself but for others aswell and personally made me uneasy that my relative was being treated under this care.No one should be spoken to like that and as i work for the nhs myself as a manager for my administration team I would not have someone that rude work as part of my team. I have been here before and seen the same thing happen with the same nurse and am appalled that he still works for you. I do hope some action is taken as work team members should not be intimidated or bullied at all.

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Responses

Response from Epsom Hospital

Thank you for taking the time to let us have feedback about your recent visit to the A&E at Epsom Hospital. Thank you also for your kind comments about the reception team and porters.

I am very concerned about the comments you have raised about an individual staff member and have passed them on to the manager for the department. This kind of behaviour is completely unacceptable and it is not something we would tolerate.

As you can imagine, it may be difficult to identify the staff member. As such, I would be grateful if you could please contact our Patient Advice and Liaison Service (PALS) if you have the individual's name or can provide a description. Contact details for our PALS team are available on our website: www.epsom-sthelier.nhs.uk/pals.

Importantly, any information you provide would be in confidence.

Thank you again for your feedback and I am sorry for any distress this matter may have caused you or your relative.

Pippa Hart

Director of Nursing

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