"staff needing customer care!"

About: Western Eye Hospital

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All staff except the doctor, whom was professional, and he introduced himself and made us feel at ease, he explained the problem and made sure we were happy with the explanation. The receptionist, nurses were not friendly, did not introduce themselves, no smiles and were not even taking an interest in their jobs.A nurse(in dark grey uniform) was on her mobile for 3/4 hour texting and was not even communicating with the patients when she did show them into a room. This is such a shame as nurses are professional and have alot of respect, but this experience this am in A/E gives the wrong impression of nurses, not being interested or caring.....

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Responses

Response from Western Eye Hospital

Imperial College Healthcare NHS Trust is very dissappointed to read about your experience at the Western Eye Hospital. This is not the standard of care that we aim to provide and we sincerely apologise. Your comments have been passed to the service manager but it is important to us to be able to investigate this incident fully. We hope that you will contact our PALS service ( pals@imperial.nhs.uk ) to provide further details to facilitate this. It would be important to have the date and time you attended. We look forward to hearing from you.

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