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Happy but sad

Story from nhs.uk

"Happy but sad"

About: Lincoln County Hospital

My wife was treated for breast cancer late 2012 the staff and treatment was fantastic. Today AM we attended the oncologist in clinic 4 he and the majority of the staff were really great as has been the practice to date. But where did the receptionist come from? I waited a good 5 minutes to be checked in there was no queue, The lady was busy typing but did not engage with me in any way a simple acknowledgement such as "I will be with you soon" would have sufficed. This is so far removed from what we are accustomed to that I felt I should bring it to your attention .

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Responses

Response from Sharon Kidd, Patient Experience Manager, Patient Experience, United Lincolnshire Hospitals NHS Trust 10 years ago
Sharon Kidd
Patient Experience Manager, Patient Experience,
United Lincolnshire Hospitals NHS Trust

Submitted on 25/03/2014 at 21:02
Published on Care Opinion on 26/03/2014 at 09:43

picture of Sharon Kidd

Dear Anon

I am sorry to read your comments regarding you and your wife's experiences within Clinic 4 yesterday regarding the receptionist's lack of good customer service. Please be assured that I have forwarded your comments to the clinic sister and have asked her to reply to your posting directly. This level of service is not acceptable and I am sorry that we have let you both down.

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Response from United Lincolnshire Hospitals NHS Trust 10 years ago
United Lincolnshire Hospitals NHS Trust

Submitted on 27/03/2014 at 16:56
Published on Care Opinion at 20:46

Dear Anon

I must offer my sincere apologies on the way you and your wife were treated while attending Clinic 4. I can assure you I will be speaking with the receptionist that was on duty and remind them that under no circumstances should patients be ignored or felt to be ignored on arrival to the desk. I am currently looking in to some training for all the receptionists on Customer Service to ensure they are providing a high level of service to all our patients who attend the hospital ensuring we maintain a high level of care. I am hoping this doesn’t prevent you from attending our Hospital in the future should there be a need.

Apologies once more.

Kind Regards

Suzanne Sheppard

Asstistant Choice and Access Manager - Reception & Records

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