"Horrible receptionist"

About: Queen Elizabeth Hospital (Gateshead)

Bearing in mind some people are very nervous of going to hospitals even for routine tests, the greeting they receive at their first point of contact is of great importance. I had been putting off attending an ECG appointment as I was worried about the results. I used the choose and book service (there was only one choice) and got an appointment very quickly. I reported to ECG on arrival where I was immediately forced to assume the role of 'idiot patient', as the receptionist expressed frustration at my heinous crime: not bringing along my GP letter (didn't realised I had to). Although I had already said I was there for an ECG I was told that I needed to provide more details about what test I was having done (I thought the ECG was the test). I asked if they could just search by name which seemed to take all of ten seconds so I'm not sure why I was made to feel so stupid for not having any details with me. I was seen very quickly for the actual test and the nurse who did this was very pleasant. It's just a shame that my experience was overshadowed by an unfriendly welcome.

Story from NHS Choices

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


Response from Queen Elizabeth Hospital

We're sorry to hear that you had a mixed experience at the QE, and you're right this falls short of the the one that we strive to offer here at the QE. We'll pass you comments along to the matron in charge of the area so they can remind staff about good customer service.

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