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Inept Receptionist

Story from nhs.uk

"Inept Receptionist"

About: Cossham Hospital

My wife took our adult daughter to Cossham last night (25 May 2015) to see a doctor due to urgent help needed with the control of her epilepsy. The appointment was made for 7.45pm. At 8.45pm after most of the other patients had left, my daughter went back up to the Receptionist to ask why the delay was so long? It appeared my daughter's appointment had got 'lost in the system' and as a result, after the receptionist pressed the right button this time, she had to continue to wait before her name was eventually called. The incompetency of this person resulted in my daughter's stress levels rising dramatically (one of the reasons they were there in the first place!) and if you know anything about epilepsy, this is not a good thing. Sort the Reception out Cossham please!

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Responses

Response from Cossham Hospital 8 years ago
Cossham Hospital

Submitted on 01/06/2015 at 12:35
Published on nhs.uk on 02/06/2015 at 01:00

Dear Martin – thank you for taking the time and trouble to post the details of your families experience at Cossham Hospital. I was very sorry to learn of the error made by the receptionist and the impact this had on your daughter. Please accept my apologies that she had to wait for so long to be seen at such a critical time. This is clearly now we would wish for any of our patient’s. Although I am sure the receptionist regrets their error your comments will be fed back to the hospital team so that the individual can be identified and can reflect on the impact the error had. In this way I am sure they will learn from your family’s poor experience and make sure the correct process is followed in future. I hope that your daughter, has now had the help that she needs to control her symptoms. Kind regards - Steve Sykes Advice and Complaints Team

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