"Communication could be better at walk in reception"

About: Knowsley NHS Walk-in Centre, Huyton

(as a carer),

I use the walk in centre quite frequently as I am Foster carer. The one I use has a reception that is chest high to me and I have to look over it to speak to the top of someones head.

Every time I go I have to say I am hard of hearing and unless I see your mouth I don't know what you are saying. They are busy typing with their head down while asking you questions.

My other concern is that I am sometimes asked questions that I can't answer because I don't have that information but they seem surprised and ask if they can put anything in ie religion.

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Responses

Response from Kelly Owen, PALS Officer, Patient Advice Liaison Service, Community Health Services at 5 Boroughs NHS Foundation Trust

Dear Julietta,

Thank you for taking the time to express your concerns regarding the reception service at Huyton Walk-in Centre.

All our reception staff have training in customer care and have good communication skills generally, however I will reiterate to them the importance of being aware of visitors and service users with hearing difficulties in that they should look at them when asking questions.

We also do have a hearing loop at reception. The questions asked by receptionists are set nationally as part of minimum data collection within the IT system we use, however if the service user does not have the information or does not wish to answer, we are still able to continue booking in and will not affect your treatment.

I will pass on your comments to the reception teams in order to ensure a better service for all service users in the future.

Kind regards,

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