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Poor service on reception

Posted By ric74

"Poor service on reception"

About: Glasgow Royal Infirmary

(as a relative),

I watched a queue develop, while the receptionist on the phone moans about staffing and holiday plans. Eventually said she would phone her colleague back later. I felt that this was not patient focused service.

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Responses

Response from Lorna Fairlie, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde 8 years ago
Lorna Fairlie
Patient Experience, Public Involvement Project Manager,
NHS Greater Glasgow and Clyde

I work in a small team in NHS Greater Glasgow and Clyde which seeks to involve patients and carers in the work of the NHS. The biggest part of my role is in managing feedback projects across the Board area, one of which is Patient Opinion. It is my job to give our patients and carers the opportunity to give us feedback, and to make sure that this is passed to the right people to help us improve the services we provide.

Submitted on 08/01/2016 at 11:21
Published on Care Opinion at 15:39

Dear ric74,

Thanks for getting in touch through Patient Opinion - you are right that this sort of impression is not the right one for us to set for our patients and their relatives, who must come first in any interaction with our staff. Usually it is reception and administrative staff who are the first point of contact for our patients, and so very often they have a huge influence on the patients' initial impressions and can set the tone for the rest of the visit.

It would be helpful to be able to direct your feedback more specifically to the particular department within the Glasgow Royal Infirmary that you and your relative were visiting - you can let me know either through Patient Opinion or directly to me at lorna.gray@ggc.scot.nhs.uk. Your feedback will be taken on board regardless, and will be passed to the management team in the GRI to help us see what areas we need to improve on.

Thanks again for getting in touch,

Best Wishes,

Lorna

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