"Unnecessary stressful"

About: Diana, Princess Of Wales Hospital

What could be improved

More customer/patient training with receptionist staff!

Anything else?

When attending the Pink Rose Unit i found the receptionist to be very rude, unfriendly and frankly unnerving. Various things this person did were completely unacceptable they were so unorganised. Not only did they fail to greet new patients on arrival got the unit they failed to book them in causing unnecessary waiting times for more than a handful of patients. They were also telling the nursing staff patients weren't in the waiting room when infact they were and had been for some time. They were answering the telephone then asking the patients ringing to change appointment dates to either ring back after three (at 10am) or having them wait on the line telling them "I'm just doing something else ill just do this then ill do it for you" I completely understand that this person had a lot to do but telling people to wait because your 'doing something else' is unacceptable. I myself work in retail and know it can be frustrating to have a lot of things to do and still have to help other people but in reality the customer, in this case patient, is the priority. It was so frustrating to listen to the goings on in the waiting room a lot of people in their were nervous and on edge they weren't calming in anyway only made people feel worse

Story from NHS Choices

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Response from Northern Lincolnshire and Goole NHS Foundation Trust

I'm sorry to hear about this and will feedback to the relevant department. Please call our PALS line if you'd like to discuss your concerns on 01472 875403.