"Staff need customer service training"

About: Kingston Hospital

What I liked

There are volunteers who greet when you arrive. They are friendly, full of smiles and go out of their way to help you.

What could be improved

The attitude of the staff needs major work. I arrived for an ultrasound and approcahed the desk. There was no queue at all. The person at the first window I went to didn't even look up at me and simply said "go to the next window". I went to the next window and said hello and the person there simply took my form from me, scanned it and told me to take a seat. She did this without bothering to look at me or say hello. Manners cost nothing and I got the impression that the staff couldn't care less about the patients visiting. If staff cant even be bothered to say hello or look up at patients, why are they working there.

I had a very full bladder for my ultrasound and was kept waiting long after my appointment time. It was becoming unbearable to wait and the staff again couldn't care less and couldn't give me any indication of when I was likely to be seen.

Anything else?

I'll never come to this hospital again.

Story from NHS Choices

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