"Staff need customer service training"
About: Kingston Hospital Kingston Hospital Kingston Upon Thames KT2 7QB
Posted by Anonymous
I cannot comment on the maternity services because I was put off by their appointment booking team I withdrew from the hospital, but I wanted to share my experience nonetheless.
I was due to have my booking appointment and dating scan at Kingston hospital but because of a rude and unhelpful telephone conversation with one of the appointment booking staff (who spoke to me like I was stupid, annoying and quite simply wasting her time), it made me question whether the hospital was as good as its reviews.
I gave them the benefit of doubt, because 1 person doesn't represent a whole organisation, and tried contacting later in the day, unfortunately I got through to the same person and again, I was met with sarcasm and rudeness. I asked to speak with someone else and she transferred me to the on-duty midwife who was understandably very busy so couldn't pick up, and so I left a voice mail asking her to call me back as soon as possible.
I have not heard back from Kingston at all since, and for a hospital that seems to have such good reputation, I was astounded and appalled by the service I had received - and it was only a simple phone call! I don't even want to think about the maternity ward experience.
I completely understand that many companies, institutions etc. are overstretched and understaffed - including healthcare services. However, I do not believe that this should warrant rude or sarcastic behaviour from staff who work within a service that should provide 'care'.