"First impressions were very poor due to the reception lady"

About: Rotherham PCT

(as the patient),

I arrived in plenty of time to my appointment, but once inside I didn’t know exactly where I needed to go as it was my first time. I approached the reception where a very unhelpful and in my opinion arrogant person told me sthey didn’t know where I needed to be.

They didn’t ask to see my letter or offer to get me the information I required and passed me to the glass counter at the bottom. They told me if I wasn’t a patient with them then they couldn’t help me. I ended up going into the pharmacy who told me where to go (upstairs) and the person on reception should have told me this.

I went back to reception where they rolled their eyes and said the incontinence clinic is upstairs, they were not discreet in any way and I feel that their attitude and body language was unwelcoming to people with health problems.

Once I was at the correct clinic the service was excellent. First impressions were very poor due to the reception person. I feel they had an uncaring, unprofessional manner that came across as bored and uninterested, perhaps they are in the wrong job.

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Responses

Response from Grace Oldfield, Patient Involvement Manager, Rotherham NHS Foundation Trust

Thanks for telling us about your concerns. I am sorry you were unhappy with your experience of our services. I will look into your concern and come back to you.

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Response from Grace Oldfield, Patient Involvement Manager, Rotherham NHS Foundation Trust

Dear Jump910, just to let you know that your concerns have been passed onto the Manager who is responsible for reception, who has brought these to the attention of her staff.

Thank you for informing us of your concerns.

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