"A simple act of kindness or a smile would make a difference"

I fell down some stairs while on a trip but waited a couple of days until I was home before deciding the pain in my wrist was too much. I looked up nhs 24 and nhs inform but could not see any information about possible wrist fractures.  I went to A&E having no need of this service for about 19 years! 

My first port of call was reception to be faced with a rude, most unhelpful person. I am sure that reception staff must encounter a lot of verbal abuse but to not display any interpersonal skills or any empathy makes a stressful situation more difficult, increasing emotional and social anxiety. 

I was informed I should have called 111 to make an appointment, which I really had checked but could not see what to do for my circumstances. I felt belittled and chastised. I was told that on this occasion they would book me in but in future would be refused - I have no intention of willingly coming back to A&E. 

I waited 90 minutes before I was called and saw the triage nurse who was so lovely, kind and helpful. They listened they empathised and I was shown to X-ray where I waited 15 minutes and was seen by the radiographer who was professional and kind. I was personally shown to another area where I waited another 15 minutes and was seen by the original triage nurse who took me to the consulting room and showed me the X-ray and pointed out that I had broken my wrist. They told me the treatment plan and gave me medication with a follow up appointment the next day to have a cast put on. I left feeling relieved and well informed about what was going to happen. The receptionist was the part of the visit that added stress and made me feel anxious and upset. There are plenty of signs in the hospital saying to be kind and abuse of staff won’t be tolerated but this is a two way thing. I was pleasant and very aware of how much staff do but a simple act of kindness or a smile would make such a difference.