"Not a very welcoming receptionist"

About: Farnham Hospital Outpatients Department

I attended the hospital today to obtain some tubes for my hearing aids. I attended the hospital some time ago and got the tubes from the outpaitient department where the receptionists were very helpful in getting me the correct size. Today there was a sign to say that this service was now at the main reception. The receptionist was not at all friendly. They produced a box full of tubes and told me to help myself. When I said I wasn't sure of the size, they said they didn't know either and if I needed assistance to go to the outpatient department. Not wanting to be a nuisance, I eventually found the correct size. They then told me I could only have one tube for each aid, which I'm not sure is correct .

If a service is to be changed to another area, then the person at that area should be knowledgeable about the service.

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Response from Farnham Hospital Outpatients Department

Dear Ms Mullins

Thank you for taking the time to leave some feedback. I am sorry to hear that you did not have a good experience when you visited. I have passed on your concerns to the service manager to review and have suggested the front of house reception staff may benefit from further training with the audiology team. If you would like to discuss your concerns further please call Virgin Care’s Customer Services team on 0300 303 9509.

I am sorry we didn't get this right for you but your feedback will us improve for the future.

Kind Regards

Claire Marshall

Head of Patient Experience