"Aggressive receptionist"

About: St Mary's Hospital (London)

Anything else?

I recently visited A&E. I am 15 weeks pregnant and I have a whooping cough. There were just three people waiting to be booked in by the receptionist.

The receptionist who was taking details shouted at my mother and told her to wait in line(she was not waiting to be seen,I was)

A man with a very sick child arrived and I allowed him to go infront of me (he had a push chair)

The receptionist then shouted at the man with the child in a very aggressive tone and provocative "I said can you stand behind each other and form a line pleeeaaassse" which no doubt upset man and the sick child.

My mother who was with me sadly could not contain herself and told the receptionist "why don'tw you stop shouting at these sick people,you must like the sound of your voice,so just get on with your job and keep your mouth shut"!

The receptionist gleefully rang security and because of the high amount of stress this caused me I decided to go home and see my G.P tomorrow.

. The security man was very reasonable but also told me that the receptionist has "her own way of communicating",as I'm sure do most people,but in a Public Service job,shouting and raising your tone is simply unexceptable and I am not all surprised that people get "upset" when treated in such a degrading and disrespectful manner upon arrival.

I would strongly suggest that the receptionist be sent on a course to address her very bad customer service skills and her both provocative and aggressive tone when speaking to sick people,or find a job where she does not have to interact with the public.

I would also like to add that the NHS is not "free". I pay 2 types of N.I contributions and I have done for nearly 20 years. If I was allowed to have all of my hard earnt money back I would gladly contribute it to a better medical service,however I am not allowed to choose because my money is taken from me. Please could the NHS remind all staff that their wages are paid for by hard working people like myself and I think that allows me to be treated with a little more respect and dignity.

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Responses

Response from St Mary's Hospital

Imperial College Healthcare NHS Trust is sorry to read of your experience at St Mary's A & E . All our staff are expected to understand the importance of providing a good customer experience at all times and we apologise for the situation you have described. We would appreciate the opportunity to be able to investigate the situation further so would like to encourage you to contact the Patient Advice & Liaison Service pals@imperial.nhs.uk . The PALS Manager will be happy to call you if you provide contact details. We hope you are now feeling better.

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