"I had to attend the eye clinic ..."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

(as the patient),

What could be improved

I had to attend the eye clinic and was appalled by the manner of many of the staff. Upon entering the Outpatient department the Receptionist made no eye contact, didn't smile, just directed me to the clinic. Upon arriving in the clinic i showed my letter to one of the two receptionists there - again didn't even look at me, no smile, just told to take a seat. Also when called by the doctor into the room, I purposely smiled at them to see if I could get any response from anyone and again, no eye contact and no smile. I have talked about my experiences with friends and two of them said they had experienced exactly the same when they visited QEII. For goodness sake, people don't want to visit a hospital and do feel vulnerable and nervous at such a time. A kind face always helps and a smile costs nothing. What is wrong with them all? Maybe a quiet word is needed - perhaps just a reminder is all they need.

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Response from Queen Elizabeth I I Hospital

You're absolutely right and we will make sure that the ophthalmology team is aware of the impact that their demeanour has on patients. As you say, a smile costs nothing and is very much appreciated by those using the service. Please accept our apologies in the meantime and thanks for letting us know.

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