"Colposcopy Clinic"

About: Guy's Hospital

I was referred to the colposcopy clinic and got an appointment within a good timeframe. The service provided was good apart from that of the reception staff member at the colposcopy clinic. On arrival the desk was unattended, I waited about 10 minutes but still no one turned up so I went back to the main McNair clinic reception desk where someone came to find the required staff member.

The colposcopy clinic receptionist then proceeded to talk to me without apologising or introducing themselves and at no time did the receptionist maintain eye contact. The receptionist was not wearing a trust ID badge so was not identifiable and at no time made me feel welcome, assured or safe.

Having an appointment at this clinic is stressful due to the nature of the investigations and the receptionist did nothing to make the experience any better in fact they made it worse. On leaving I had to give them some paperwork and again they ignored me, and in the end the nurse intervened and took over from them.

This is a shame as the other team members were friendly and professional.

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Responses

Response from Guy's and St Thomas' NHS Foundation Trust

Thank you for taking the time to share you feedback with us. Whilst we are pleased to hear you were happy with the clinical service, we are concerned about your experience at Reception Desk. We would like to apologise that the Receptionist did not make you feel welcome or safe and that they did not apologise for keeping you waiting. We have spoken with the Reception Tteam about the importance of good customer care and making patients feel welcome.