"I find the staff helpful but I ..."

About: Heanor Memorial Hospital

What I liked

I find the staff helpful but I feel that there was inadequate reception coverage especially in physiotherapy department. Consequently there is nobody to great you when you arrive and there is nobody to pick up the phone in the afternoon. You hear the phone ringing and ringing if you are sitting and waiting to see one of the physios in the afternoon. The physios do their best and that is obvious, but the poor reception coverage is not acceptable at all. Customer relations is important, as a patient, there is no way of checking whether you have arrived at the right place, at the right time or right day. You can ring the bell, and the physio has to be interrupted with their patient at that time to come and answer the bell. I find it unacceptable. I was being treated once, when the physio had to go and answer the call because somebody kept ringing the bell. Sure, it was necessary to have my treatment interrupted. But it is not necessary to continue without a receptionist. I have used the physio services from years ago. Back then, they used to have the same problem. I remember, that the physio at that time had to check regularly who was coming through the door. you don't know whether it is a thief or a genuine patient. I was shocked to realise that this has continued despite so much money being pumped in to the Trust.

What could be improved

Get a receptionist to cover all working hours in physiotherapy department.

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