"Needs some charm training"

Attended here today as an outpatient requiring help. Main Reception is just inside the main door, so I assumed one reported here for appointments. When I said why I had come and which department I was attending - despite the receptionist not even bother to ask if I needed help and ignoring me completely - their response was , 'Through to the next desk'. No 'good morning', or 'can I help', just rudeness and a complete lack of explanation. If this is the best they can do, given they are customer facing, then perhaps they should be put in a back office. Thankfully, the nurses I met subsequently were very considerate and helpful, despite them not being relevant to why I was there, and were eager to help me get to where I needed to be. For someone less resourceful and unable to feel confident then I suspect this would have been a very off-putting experience. Not the way to deal with the general public and I wonder why there is a Reception desk which does not wish to 'receive'?

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Responses

Response from Fleet Community Hospital

Thank you for taking the time to make us aware of your experience. We are really sorry to hear of your disappointing contact with our main reception staff during your recent visit to Fleet Hospital in July 2015. I would like to reassure you that your feedback has been brought to the attention of the Outpatients Department Manager, who is responsible for the main reception staff. They will speak with the reception team, to ensure they learn from your experience and improve their interaction with visitors. If you would like to discuss this further with the Complaints and PALS Team, please do call us on 02380 874065 at your convenience. Kind regards, Julie White, Complaints and PALS Officer

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