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Café closed early and left us in the dark

Posted By branrq37

"Café closed early and left us in the dark"

About: North Devon District Hospital

(as a service user),

I understood, from information on website in the hospital that the café closes at 4pm.

Although this is early I understand it will close at this time.

But at 3:30 a staff member was brusque in manner and notified that it would be takeaways as the café was closing soon. All drinks were served in paper cups + closing time was on the café approach.

10 minutes later the lights were turned off - leaving the few of us there in the gloom!

The tables were not wiped down. 

This is too early for most relatives attending with patients as I was. There is a vending machine in another area not far away if you work it out. 

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Responses

Response from Royal Devon University Healthcare NHS Foundation Trust 2 months ago
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 07/02/2024 at 16:23
Published on Care Opinion at 16:27

Dear branrq37

Thank you for taking the time to share your feedback and I am sorry for the delay in responding to you.

The café on level 2 is open Monday - Friday from 8am-4pm so I can only apologise that the staff member was brusque, the tables were not wiped down and the lights were turned off. This feedback has been shared with the café management team to discuss with the café staff as the experience you describe falls below the high standards we would expect of customer service and cleanliness.

For information we do also have the restaurant on level 0 as an alternative which is open for refreshments until 7pm.

Thank you again for bringing this to my attention

Best wishes

Ricky

Response from Royal Devon University Healthcare NHS Foundation Trust 2 months ago
We have made a change
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 14/02/2024 at 09:43
Published on Care Opinion at 09:55

Dear branrq37,

I have had confirmation from the service provider that they have spoken to the colleague on shift about the way they had conducted themselves.

Moving forward the service provider has assured me that the individual involved will no longer be turning any lights off until the Café is empty of all customers and will politely make any customers aware 15 mins before closing that the café will be closing at 4pm at point of service. The service provider will also be offering the customer the option to have their drink in a takeaway or China cup.

Best wishes

Ricky

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