"Customer Service"

About: Ashford and St Peter's Hospitals NHS Foundation Trust

(as the patient),

I called a week after submitting a stool sample for the results and was told that this might take a while to get the results. This was in contrast to what the Doctor advised when I arranged this with the Doctor, who mentioned approximately a week to get the results.

Three weeks later I called to see if the results had been returned from Heathside hospital. I found the person who answered the phone to be rather flippant and uninterested when she confirmed the results had still not been received. She reluctantly spoke to a colleague who said that they could call the hospital to find out if the results had come through and then proceeded to take my number and confirm details.

Please appreciate that patients might actually be concerned worried about the potential results and to have this flippant arrogant attitude does not help the situation.

You need to manage the expectations of the patient, if it is going to take 3/4 weeks for results you need to convey this.

Do you have a similar story to tell? Tell your story & make a difference ››