"Smooth and out of the department within..."

About: Royal Oldham Hospital

What I liked

I was treated smoothly and efficiently during my recent visit to A&E

What could be improved

When being discharged I was advised I needed to make a fracture clinic appointment at reception on my way out. I arrived at reception where they were busy inputting patients details onto a computer. I have no problem with this but expected them to look up, acknowledge me and apologise for my wait. This did not happen. When they had finished inputting this patients details I then thought now they'd deal with me. But no they proceeded to continue inputting a further 4 patients on to the system. At no point did they even look up and speak to me. When finished they dutifully put away the folder and came back to the window. At this point I thought now they'll speak to me but no they just looked at me. I handed them the slip of paper I had been given. The receptionist tutted and went to get the folder they had just put away. They gave me my appointment without asking if it was suitable and just handed my appointment card through the window. Throughout this process the receptionist didn't speak to me which I found extremely rude. The receptionist is the first person injured and ill people meet and worried family members have to deal with. Basic customer service is all that is required I didn't expect anything else.

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Responses

Response from Royal Oldham Hospital

Dear Amanda,

We are sorry to hear your comments regarding your experience at A&E reception at the Royal Oldham Hospital. Your feedback will be forwarded to the appropriate managers for their attention.

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