"Professional medical staff with rude other staff"

About: Royal Derby Hospital

What I liked

My 5 weeks old Son was admitted overnight for observation following a virus on the 30/11/12.

The staff in Children's A&E as well as on the Puffin Ward were articulate, infromed, professional, courteous and empathic. We have particular praise for the Doctors who really showed empathy and respect.

What could be improved

Contrary to the above - on arrival at 12noon on the 1/12/13 at he Children Hospital main reception room I was met with all I can describe as unprofessional, aggressive, rude insensitivity.

Having had no sleep for 30 hours and having returned to the hospital to find out results of blood tests, lumber tests and chest X-ray for my 5 week old son I spotted a person in their 60s and one of the medical staff in a store room to the left hand side of reception who were having a conversation.

I requested directions to the Puffin Ward and was barked at by the person to follow the Puffin Pictures. I went to the door to look for these and they then impatiently shouted above them door- the puffin pictures in a patronising and aggressive manner.

I responded they need to be more courteous to visitors and patients and they aggressively shouted something incomprehensible back.

This is unprofessional and I dread to think what this effect this welcome would have on perents whose children are in life threatening situations.

I hope you take this on board as professionalism and patient / family empathy needs to be present across all staff. It is vital to all your clients experience and well being.

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Responses

Response from Royal Derby Hospital

Thank you for your comments. We are pleased to hear about the professional care that your son received at our hospital.

In regards to your experience with a member of staff at the children's reception I would like to apologise for any undue upset caused at what must have been a very stressful time for you. From what you describe the behaviour of this one individual is completely unacceptable and your comments have been passed onto the relevant department for this matter to be looked in to. If you would like to discuss this experience in any more detail please feel free to contact our PALS team on Freephone 0800 7837691.

J.Roberts, Communications

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