"Customer Care needs Improving"

I visited the Urgent Care Unit on a busy Saturday on 19/04/25 at 11am, with my 15 yr old daughter who sustained a bleeding split lip that wouldn’t stop after a football challenge. After waiting for 3hours we were told an ice pack would be best treatment.

When I asked if glue would be considered or a stitch, the response “do you want your daughter to eat glue?” from the Dr on duty, who then turned their back to me. This behaviour was both rude and dismissive.

The nurse had to explain to me that because the area was wet, the ice pack would stop the bleeding and help the wound to heal.

A question to the hospital is “should we expect to receive such poor manners and dismissive behaviour from NHS doctors?”

I would expect a quick introduction as to who is treating my child and a respectful explanation to my question, should be a minimal requirement. Nothing that I have asked for requires a huge amount of time or cost. This is just common courtesy which isn’t quite common anymore.

Can I please request for Dr’s that are treating vulnerable people to be respectful and courteous when parents/carers/spouses/family are concerned and worried about their loved ones who are not well and show some empathy and human kindness that I feel is lacking. You will soon find such behaviour is generally returned making this world a nicer place to live.