"Disappointing Service Over Telephone"
About: Kidderminster Hospital Kidderminster Hospital Kidderminster DY11 6RJ
Posted by Worried Dentist
I work for a small but very busy Dental Practice in Stourport-on-Severn and understand how busy the likes of the staff must be on a daily basis. However, I was mortified when I needed to contact the hospital on behalf of a patient from our practice; I first called the main reception number to be greeted by a young woman who was clearly not enthusiastic in the slightest, and almost exhaled her words like she'd given up on everything entirely, slurring her words back to me like a sloth. After 3 attempts of requesting a particular department, she finally transferred me to the correct department that I needed. This is where I met one of her just as enthusiastic colleagues, who clearly felt she was far too busy and important to be taking my call! I made it clear where I was calling from and the purpose of the call to which she replied very abruptly, very sharply asking me for the details again and again, and once I finally had the information I needed from her, I wanted to thank her for her time but mid-sentence, the phone went down the other end with a slam! Like I said before, working within the NHS I do fully understand that the days can be extremely busy, however I really do feel sorry for the patients who are being treated by the sort of staff that greeted myself over the phone this morning. I could've been anyone on the other end of that conversation and I would never (being a full time receptionist myself) dream of greeting patients / customers in such a manner! Myself and the rest of our staff attend regualr meetings / training regarding patient welfare so perhaps a staff training session on customer service ASAP may not go a miss!!