"Very poor reception service"

About: Altrincham General Hospital

Poor variable quality of reception staff.

Attended with my son and the initial person behind reception made no eye contact or acknowledged our presence for some moments as they were completing tasks on the computer.

Surely if sat at reception there should be some basic skills and courtesies for attendees, this was very poor indeed, making mistakes booking us in, so extending our wait as a consequence.

However a subsequent receptionist was very efficient.

If staff don't recognise reception duties as important then they should complete admin tasks in the back office and leave reception to those who understand the importance of managing the relationship with the "customer" as an important element of the job.

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Responses

Response from Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

The Manager responsible for reception staff at Altrincham Hospital explains that the team always endeavors to provide excellent customer service however, on this occasion it is accepted that the standards were not as high as they should have been.

Reception staff are expected to be able to manage their computer based work and reception duties, ensuring that patients and visitors are informed of any delays due to phone calls or admin requirements. The Reception Manager is very sorry that on this occasion you and your son were not shown courtesy by the reception staff member and were treated disrespectfully. The reception staff have been spoken to and reminded of the importance of excellent customer service.

If you would like to discuss your experience with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk