"2nd Floor receptionists quite unprofessional"

About: Bmi - The London Independent Hospital

Anything else?

First of all I would like to say how pleased I have felt in this hospital the two occasions I have visited it. The specialist was approachable, respectful and explained me everything kindly and professionally. The nurses were quite nice as well and made me feel very comfortable. Thank you. However, it is a pity that the journey of a patient it is not been looked after the same way in the reception team. My last experience with two of the receptionist on the second floor of the hospital had place this morning. The first time I had contact with them, a couple of weeks ago ( this occasion in the evening), when I handed to them the documentation that the specialist gave to me ( and been told by the doctor: - please, give this to the receptionists in order to let them know your next appointment for an intervention. They will explain you the process to contacting you etc...). They, literally, were talking between them ( not about work...) and I had to ask: can anyone help me, please? ( after a while standing in front of them and not been noticed ...). Then I gave to them the papers that the doctor gave to me and explained them what the doctor told me. One of them looked at the papers and asked to the others what to do with it. One of them said : oh yes this is for us, its fine, thank you, bye! I had then to ask what was the procedure now...as I didn't know... One of them said: we will contact you, thanks. And they started to talk between them again... Obviously I asked again, sorry, you will contact my, how? Phone? A letter? It is the first time I'm doing this and I would appreciate some explanation.... They looked at me as If I was bothering them and answered: - both. And they started they conversation again. This morning, unfortunately, I had pretty much the same experience. I asked two simple questions and they were really unfriendly and not keen to give me any help. The feeling was like if I was bothering them, and their faces and the way they were talking towards me not particularly polite. Is funny, because once in the lift another patient that saw the situation told me; - No worries, they are always like that. (this comment made me write this feedback) I wish my feedback could help in order to improve the standards of a really nice place. I think every little counts and is important to keep the chain strong in every single part of the service. Thanks, A patient.

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Response from Bmi - The London Independent Hospital

Thank you for taking the time to post your feedback. We are glad that your experiences with our nursing staff and consultant was a positive one. We take all feedback seriously and use it to make improvements where we can. We believe that everybody has an important part to play in our patients’ journey and we will look into how we can make improvements and do this better.

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