"Medical staff were amazing! Main entrance..."

About: Hertford County Hospital

What I liked

I escorted my sister as she had an appointment for an endoscopy. She was seen by a Nurse. This nurse is to be commended for her help and friendliness in explaining to my sister while having the test what was happening and for her explanation afterwards of what the next appointment will entail and the procedure following the appointment. She was very sensitive to issues involving the test and was happy to ensure that my sister left feeling informed and relaxed. When we entered the main reception for a 4.15pm appointment in Clinic C of the hospital, the receptionist was on the phone. My sister and I stood trying to locate the clinic she was to be seen in. We stood near to the reception for a few minutes but did not get acknowledged by the receptionist. Eventually we asked the volunteer gentleman for assistance. This is when we realised that the receptionist was making a private phone call. Needless to say, we were not impressed!

What could be improved

As far as the named nurse is concerned, nothing could be improved with her conduct.

The main entrance reception need to be made aware that visitors come before private phone calls.

Anything else?

All other staff at the clinic my sister attended were very professional and helpful. Clinic C receptionist was receptive, helpful and friendly.

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Responses

Response from Hertford County Hospital

Many thanks for your kind feedback - the professionalism of the staff you described so eloquently in your comments is typical of the service provided at Hertford County. The notable exception, however, was the actions of the person on the hospital's main reception - we agree with you completely that your experience was not acceptable, whatever the circumstances, and will bring this to the team's attention.

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