"Disappointing welcome"

About: St James's University Hospital / Ophthalmology

(as the patient),

I was feeling anxious about my first visit to the Eye Dept. late afternoon on 16/9/16 and the first person I met on Reception was cold and unwelcoming. It would have been nice to be greeted with a warm 'Hello' and a smile which unfortunately was not the case. I was asked to confirm my GP's address and then advised to take a seat. Having heard in the media about the 'Hello my name is' campaign I expected to see the staff wearing name badges but the female receptionist did not have one on view. Therefore, even though the board had the names of the staff on duty that afternoon: Christie, Emily and Mike, I cannot identify the lady except to say that she was a black lady.

However, the nurse who took me in to administer my eye drops was absolutely lovely, warm and welcoming and she explained everything that was going to happen to me and she had me laughing which relaxed me completely. She wore a name badge with Theresa on and she had exactly the right personality for that job. The next member of staff who took the x-ray did not wear a name badge but did introduce herself to me, as did the Doctor who came to collect me from the waiting area and reassured me straight away that luckily I had nothing to worry about. The Dept. was very well organised, and the service was very efficient and much quicker than I expected. Congratulations to all except the receptionist.

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