"Main entrance service"

About: Solihull Hospital

I entered the Hospital through the main Entrance and was going to ask at reception for directions to the Department I required. However a staff member or helper was standing in the entrance asking people if they could help them. The member of staff or helper was happy and friendly and when I asked for directions to my dept they explained exactly how to get there. It was as if this member of staff was genuinely happy to help me. I had never used Solihull Hospital before but was an impressive start.

A couple of hours later I was leaving and this member of staff was still at the entrance bubbling about and helping people. I asked if there was a freephone telephone to call a taxi. No problem they went to the counter and rang for a taxi for me themself!

They then told me the name of the taxi firm and the colour and make of the car. I have never experienced such welcoming service at any hospital before. It is so impressive to be greeted at an entrance with a smile and such a happy and helpful disposition.

Story from NHS Choices

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Sean

thank you so much for your positive feedback about the support provided to you by our Volunteer Meet and Greet Service at Solihull Hospital.

It's lovely to read that you found the service so helpful and that the gentleman who greeted you was friendly and seemed genuinely happy to be of assistance.

I do hope your appointment went well, and thank you again for your comments of how helpful the staff were when you needed a taxi to get home.

I will ensure that your feedback is highlighted to Emma Hale, our Head of Volunteer Services who will be thrilled to read your feedback and ensure that it is communicated to all of the Volunteer team at Solihull Hospital, who do contribute so valuably to our patient's experience, we are very grateful that our volunteers contribute their own time to our hospitals to enhance and support all of our staff who work extremely hard to provide a positive patient experience.

Once again thank you for taking the time to provide your feedback, it is extremely important to us.

Kind regards

Marie Helebert

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