"Reception in x-ray Dept."

About: Conquest Hospital

I was sent to the walk-in x-ray session by my gp on Friday 16th May. The receptionist was just this side of rude when I asked if this was the right place to 'sign in'. When they took my GP's letter, unsmilingly, they didn't once look at me, or speak to me, just called to a colleague 'This isn't right. Shall we send it back?' They didn't explain their attitude to me, although their colleague who read the letter was very helpful, smiled, directed me to a chair and explained that they'd need to show my letter to a doctor, as my GP hadn't made it clear which sort of scan they were ordering. I sat near reception and heard this receptionist just repeating over and over, to each new patient 'Go down the corridor, turn right and sit in that area' - presumably with the same charm as they'd shown me... The colleague came back, had cleared it with a doctor and politely showed me to the correct waiting area and everything then went swimmingly - professional and polite staff members and explanations kindly given. My point is, that having a first appointment - even visiting a hospital - is nerve wracking, and to be treated brusquely, as if one is a nuisance, made me feel worse. This member of staff was officious, peremptory and hostile. (In Q4, there is no way of showing radiology/x-ray, so I have to choose 'don't know')

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Response from Conquest Hospital

We are very sorry and concerned to hear about the conduct of a member of staff on reception in the Radiology Department at the Conquest Hospital. As a Trust we are committed to giving the highest quality of service and care to all our patients, however, this is clearly not what you describe in your posting. We're very disappointed that one member of staff tarnished your overall experience with us. We would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving peoples experience, your posting has therefore been forwarded to the Reception Manager for action. It may be helpful if we had the opportunity to speak with you as the Manager may need to gather more detail. If you would like to do this, please make contact with our Patient Advice and Liaison Service (PALS). PALS can be contacted by phone 01424 758090, by email PALSH@esht.nhs.uk , or in person by dropping in between 9am – 4pm (Mon-Fri) to the PALS office located in the main entrance opposite the WRVS Coffee Shop. With regard to your positive comments about other members of staff, we will ensure these are shared. It's always encouraging for staff to receive positive feedback. Thank you for taking time to provide valuable feedback.

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