"Staff client care skills"

About: St Richard's Hospital

(as the patient),

Just like Olot (Username of a Patient Opinion Story author) I went to a hospital to see someone and was shown into a room with two people, a consultant and a nurse or secretary (the doctor I saw was based at Queen Alexandra hospital). Neither of them introduced themselves throughout the consultation and I thought their client care skills were really bad.

The person I saw initially to have a brief hearing test done was cheerful and friendly. He smiled at took a little time to put me at my ease. However, I think this hearing test could have been done online at home and the results sent in by email beforehand to save the NHS valuable time.

I made a complaint to PALS and laughably they passed this on immediately to the very person I was complaining about! Which is a bit like asking a child who has chocolate all over his face if he was the one who ate the chocolate cake! Of course he is going to say, 'no, it wasn't me!' I ended up feeling that complaining to PALS was a complete waste of time.

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Response from St Richard's Hospital

We are sorry that you had such a poor experience when you came to our Trust to see a specialist.

As this site is anonymous we are unable to take any action but if you would like to contact us with more detail we can take up your concerns via the Management of QA hospital.

As it is we will share this with the relevant department at QA particularly with regard to your suggestion that the initial hearing test could have been carried out at home.

If we could have some more detail from you it would be helpful in identifying who you saw that day so that we can take this forward.

We do not need to know your name but would like to know the date and time of your appointment.

Please contact our Customer Relations department here at customerrelationsstrichards@wsht.nhs.uk or 01243 831717 who will be happy to take some details from you so that we can pass these on.

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