"Not a pleasant place"

About: Epsom and St Helier University Hospitals NHS Trust

The staff do not smile much, and treat you coldly and officiously. This could be easily changed and patients would benefit. In the private sector you would get a smile and 'Can I help you?'. At this hospital they do not bother to smile, and the standard greeting seems to be 'Yes?' I am sure this is not how the Chief Executive would like patients to be treated, since it can only make a visit to hospital that much more stressful.

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Response from Epsom and St Helier University Hospitals NHS Trust

Thank you for getting in touch to share this with us. We are sorry to hear that your experience of our hospitals and staff is not to the standard you should expect. We are absolutely committed to putting the patient first - as part of this commitment all staff must complete their Patient First training, part of a programme which encourages staff to think and see things from the perspective of patients and visitors, and to recognise how they can take action and make improvements to ensure that our patients have a positive experience. We also support the 'Hello my name is' campaign, which recognises how important it is for staff to introduce themselves and start communication off in the most effective, open way possible. We will share your comments and use it to feed in to further work on ensuring we create a positive experience for all of our patients and visitors.