"Why do you employ the most unhelpful staff? I..."

About: Royal Blackburn Hospital

Why do you employ the most unhelpful staff? I asked a male receptionist directions. He did not want to help me at all. If these people do not think it's their job to be polite and helpful, then they should not be working with the public. I thought only Doctor's receptionists were a law unto themselves. Hospital receptionists also rate themselves higher than the public. Do not ask for any help from the receptionists at the main entrance.

Story from NHS Choices

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


Response from Royal Blackburn Hospital

Dear Anonymous Many thanks for your feedback on your experience of our main reception staff at Royal Blackburn Hospital, and thank-you for taking the time to do so. I will make sure your concerns about helpfulness are passed onto the team's manager and I am very sorry to hear that your recent experience with us wasn't what you expected as we always strive to deliver safe, personal & effective care- from the moment you enter our buildings, to the point of receiving care from us. If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that made this such a poor visit for you we would really value this so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471/ 01254 733704 or email me on wendy.stobbs@elht.nhs.uk. You can also share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Or if you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further. Many thanks again for taking the time to comment Wendy Stobbs, Patient Experience Facilitator

  • {{helpful}} of {{total()}} people think this response is helpful