"Good medical treatment but very very poor service..."

About: Broomfield Hospital

What I liked

Unfortunately I received very poor service over the phone in both the main switchboard and the appointment centre. In fact I had to ring 5 times and only in my last attempt I was put through the right department as the receptionists kept insisting the problem had to be sorted by the staff at the appointment centre. This was not the case as the person I had to speak to ended up shouting at me and being very unprofessional and unhelpful. It is very frustrating that every single call has to go through these very tedious filters, which more often than not are manned by persons not really interested in helping or sorting out any significant query.

On the other side, the receptionists on the childrens clinic have always been extremely helpful and professional.

What could be improved

Better monitoring of service provision and ensuring that the members of staff dealing with the public have the right attitude. Allow departments to deal with the booking system to see a particular specialist who may be running different clinics as the appointment centre will probably not be authorised for such adjustments.

Anything else?

It is a shame that the misconduct and wrong attitude of few undo the great work of many others, particularly nurses and doctors and other non medical staff.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››