"Where is the help? Service with a snarl"

About: Conquest Hospital

after attending the check-in area of the conquest today I was appalled by the service we received.

after assisting my mother to a seated area , as there was quite a large queue to register for her appointment ,

I asked for assistance from the receptionist sat on the desk , after two attempts at trying to get the volunteers attention as they seemed to be embroiled in a loud and vocal chorus about how dreadful the hospital was , they finally advised me there were no porters available and they could not assist due to what they termed ' the rules' before I could ask anything further they returned to berating how if it wasn't for them the place would fall apart ' i'm sorry but I beg to differ , finally a second member of staff appeared who immediately sourced a wheelchair for my mother , enabling us to move ourselves to her appointment , whilst I appreciate it was very busy ,

The last thing I really need to hear is how dreadful someone's perception of their place of work is .

The gentleman behind me in the queue even commented 'someone's obviously not having a good day,

I was at Saint James's hospital a couple of weeks ago they had a superb reception service ,

The hospital would do well to look to others as to how to make a good first impression .

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Response from Conquest Hospital

We are very disappointed and concerned to hear about your experience when attending the 'check in' area at the Conquest Hospital with your mother.

We're sorry that this happened as it is clearly not acceptable behaviour, please accept our apologies and our assurance that this will be passed to our Volunteer Services Manager and team for investigation and for appropriate action to be taken. Our volunteers give their time and skills to provide many services across the trust and it is disappointing to hear that your experience of one part of this service was not a positive one”

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