"Minor Injury Unit"

I have to say that once you get past the booking in receptionist, the care is absolutely fine. However my treatment by the receptionist on my visit today, 6.10.16, was dismissive and rude, telling me in their first few sentences that I should have arrived earlier, despite my arrival being just before 7pm, as I was instructed to do on my first visit. The receptionist appeared more concerned about the 8pm closure time rather than the treatment I needed. A short course in appropriate patient communication manner would be beneficial. Whilst I understand that staff wish to finish their work shifts at 8pm, first and foremost this is a care facility which may need staff to sometimes work after their official finishing time.

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Responses

Response from Sevenoaks Hospital

Hello

We are sorry to hear of your experience at reception when attending the Minor Injuries Unit at Sevenoaks on 6 October. We endeavour to book in all patients attending the service up until 8pm. There are occasions when the service has been particularly busy or on rare occasions circumstances within the service may mean that patients will be assessed and redirected rather than being able to be fully treated. However we expect for our reception staff to provide good customer care at all times and this should certainly not be influenced by the time of arrival. We are sorry if on this occasion you did not receive the customer care that we would expect and this will be discussed with staff involved. We will also share this feedback with the wider team to aid service improvement.

Best wishes

Customer Care Team

Kent Community Health NHS Foundation Trust

Tel: 0300 123 1807 Email: kcht.cct@nhs.net Website: www.kentcht.nhs.uk

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