"Very unhelpful member of the bookings team"

About: Salford Royal

Anything else?

This is feedback to the very nasty and impolite receptionist who was sat on the further bookings desk at 10.30hrs on the 4/12/2013. I was tending the hospital with my disabled father attending the cardiac and chest unit. The staff within the unit were excellent. Patient service you could not fault. This person on reception should be reprimanded for her lack of customer care. The cardiac unit had unfortunately forgotten to give me the booking form for a future appointment. I was unsure of the procedure and queried this at the booking desk. This lady held a form up , said I must go back to the area and proceeded to ignore me a make eye contact with a man waiting behind me. Very dismissive. My dad is disabled and it's a struggle for me when I attend with him alone. How very rude you are. To her managers check your records as to who this woman is as you need to remind her of your core values for deAling with patients.

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Responses

Response from Salford Royal

Thank you for your comments. I agree that your description of the member of staff's behaviour is not what we would expect from our staff and this would fall well below the minimum standards of customer service we expect from all Trust employees. As well as the attitude you have reported, I was also concerned to read that you and your father were expected to return to the clinic area to retrieve the form that you should have been given previously. Clearly this was an oversight on the clinic and as such I feel it would have been more appropriate for one of the Outpatient team to retrieve this form from the clinic for you. This should be the case for any patient as good customer service practice, although it is particularly important for patients with mobility problems, such as your father were this could be a struggle. I have raised these matters with the management team for our Outpatient Services so they may address this as appropriate with the member of staff concerned. I have also asked that they consider the issues with the forms I have mentioned above. Please accept our apologies to you and your father for this experience and our reassurance that it is being addressed. If you would like to discuss this further, please contact our PALS team (PALS@srft.nhs.uk) who have been made aware of these issues too.

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