"Members of staff on reception"

I needed to ask a question at main reception and the lady there was so kind, patient and friendly it helped me to feel a little bit better. I was visiting my husband who was very ill and had been in hospital since Christmas Day. It was very upsetting and stressful, especially as we have a teenage daughter with autism and learning disabilities who keeps running away.

Initially, the warmth from staff on the hospital reception, their kindness and patience and how they went out of their way to help me really made a difference and I so appreciated that. It’s really important to have someone like that to welcome and care for people, even a small act of kindness can make a big difference to someone who is exhausted and scared.

However, on another occasion when I was visiting my husband, I was very upset and stressed and I needed to ask a question at reception. The member of staff on that occasion was unsmiling, abrupt and rude. I was exhausted and frightened and they just kept snapping at me to repeat myself and was sarcastic to me when I asked to clarify something.

I’d heard them snapping at someone else, they clearly didn’t want to be there. I’m certain, it being New Year’s Day that none of us wanted to be at the hospital and most people were there to see people they care about being unwell. 

I was already extremely run down and worried and this encounter really shook me up emotionally. People coming to hospital, for all manner of reasons, need kindness, patience and understanding. I was struggling to take in simple information due to the fear and stress I was under and the response was nastiness and sarcasm.