"I was an inconvenience, getting in the..."

What I liked

The building is good. Main reception staff are good. Having these services all on one site is excellent

What could be improved

*Get a phlebotomy receptionist who doesn't babble on the phone but gives a welcome as if it's not a requirement.

*Teach them to use their initiative.

* If there's a problem - I made an appointment but it wasn't logged, and that was made my problem - 'sorry' is a really good start rather than admission of liability.

*Tell them that it's not appropriate to say they can't talk to the phlebotomist because 'I know what they're like.'

*Get a phlebotomist that doesn't intimidate staff, or agues with the receptionist for over 5 mins, in which time my blood could have been taken, or who also makes the hospitals fault the patients problem.

* Impliment the complaint policy - it's well over 24 hours since I made a complaint and I've heard nothing.

* MAKE THE PATIENT THE PRIORITY. I know systems and policies are very important, but they might be used for the benefit of patients rather than patients getting in the way of systems and policies.

Anything else?

Too many of your staff need training in basic manners.

Story from NHS Choices

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