"Customer service and empathy from member of staff"

My elderly father was in Kings Cross Health & Community Care Centre at the X-ray Department and on his way out of Kings Cross H&CCC asked at the audiology department if he could make an appointment to get his hearing aids checked, as he was having issues with being able to hear properly.

To this request the member of staff on receptionist advised him that it was probably better to go home and make an appointment by telephone. And after a few minutes advised, if my father wanted them to make an appointment, they could but my father would have to wait and could be interrupted if anyone comes in, as these patients require to be checked in first.

The way the conversation went I feel was very unprofessional, there was no one waiting or even coming into the building. I appreciate that there are processes in place and that patients are in the main encouraged to make appointments from home, nonetheless this does not take away from the fact that my elderly father was standing at the desk (with his walking stick) being spoken to in what he felt was a very curt manner by the member of staff on receptionist.

This member of staff in audiology I feel clearly lacks empathy, seeing my father standing there with his walking stick, would the nice thing to do not just make the appointment and not give the man a lecture (as it felt that this is what was happening)? This is what I would have done!

As an NHS worker myself, I was actually embarrassed by the member of staff's behaviour and felt they definitely lacked the people skills to be on a reception dealing with members of the public,, most of whom are elderly and not just with hearing problems.

They did eventually make the appointment, thankfully!

Maybe some customer service and empathy training should be encouraged here?