"My appointment in the Assessment ..."

What I liked

My appointment in the Assessment Centre was excellent.

What could be improved

BUT... my telephone conversation with the receptionist in the Physiotherapy was far from satisfactory and left me feeling as though I did not matter.

The skill of listening when in a healthcare setting is fundamental to the individual's needs being met. I believe in mutual respect and know that by the end of the conversation I was not at my politest; however, I did not feel that the person concerned was either listening or was remotely interested in me or my needs.

The script was written and regurgitated and nothing about my individuality was taken into account.

Anything else?

I remain upset about the conversation. I recently retired from a senior post within the healthcare profession and I am both perturbed and concerned by the lack of importance that appears to be given to interpersonal skills in the NHS.

I do not especially want this to be published on the website but I felt the need to write down how it affected me.

Story from NHS Choices

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Response from Mile End Hospital

Thank you for your feedback on the Assessment Centre I will pass this feedback onto the team.

I am sorry you did not experience a similar service in Physiotherapy; we are currently implementing a mentor system for our reception team which will ensure excellence in customer care.

Lead for Musculoskeletal Physiotherapy

Lead for Assessment centre

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