"Poor service on arrival to outpatient C"

About: Warwick Hospital / Orthodontics

(as a carer),

When arriving with a gentleman that we support who was very anxious for his appointment. On arrival we were waiting for 10 minutes while there appeared to be an issue staff were dealing with that caused a long queue to form in the waiting area and causing for us to be late.

A receptionist came along to the desk who asked to help. I informed them that we had been waiting for a period of time which had caused us to be a little late.

They highlighted that they didn't think that we would get seen today due to been a little late. I highlighted the fact we were late was because we were stood waiting in the queue for a period of time. (Something a gentleman behind in the queue confirmed). The customer we support found this very upsetting as he was prepared to go ahead with his treatment. This ordeal had left our customer out of pocket from taxi fare, he was also very upset that he would need to prepare for his appointment again something that he finds very distressing and upsetting.

I found the customer service to be very poor and this needs to be addressed to ensure this situation doesn't happen to others.

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Responses

Response from Warwick Hospital

On behalf of the Trust I am very sorry to hear about this. We would like the opportunity to investigate thoroughly and respond appropriately. In order to do this though we will require further details to help us establish what happened, therefore please could you contact our patient experience team on 01926 600 054.

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