"Brain Surgery"

Hello

Last month my father was admitted to ward G52 (Brain surgery unit) at SCGH.

I cannot fault the care of the Nursing staff and Doctors as his care was exceptional at all times.

We did however have a couple of issues with the receptionist at the desk.

On the day of his surgery when his operation had been finished we were called by a Doctor telling us Dad was going back to the high dependency unit. When we got to the reception, in our opinion, we were rudely told that he wasn't there and we would have to wait. After explaining we had been called by the Doctor, again we felt we were rudely told they still weren't back and the Doctor should tell us that?

A nurse then intervened and looked at the computer telling us that he was still in the recovery area and would probably be about another hour. She then said they would inform the nurses in the dependency unit that we were waiting for Dad and then showed us where we could make a coffee and took us down to the waiting room.

When Dad came back and was settled in the nursing staff came to get us.

The next morning I called at approximately 8am to see how Dad's night went. I was told by the same receptionist, that calls were not put through to the dependency unit until 9am and that I would have to call back later as nursing staff were too busy to answer the phone and talk to me. Again, I believe in an extremely rude tone.

I came in later that day, about 2:30 to visit Dad, I was told by the same receptionist that I could not visit as it wasn't visiting hours and she said - I've told you that before! Again, I found this extremely rude and upsetting to myself and my family. A nurse heard this and took me down to the dependency unit. She then checked with the nurses inside who let me in to visit my father as I had to go back to work. She also apologised for the treatment I had received and gave me a complaints brochure and a card for this site.

To say that I am disappointed with the attitude and behaviour of the receptionist on this ward would be an understatement. This woman is the front face of this ward and to treat family members this way is appalling.