"Great hospital, poor customer service"

About: New Cross Hospital

What I liked

The nurses were all very friendly and highly skilled. I wasn't looking forward to my visit for surgery but I had nothing to be worried about at all. I was there for six hours and was made to feel comfortable. I had my lunch there and it was very nice.

Sister was a bit abrupt, but I expect she has a lot to deal with.

The people that deal with booking appointments can be very rude and disinterested. I received a follow up appointment for a Wednesday, which I can't attend, and called to rearrange. I was told, in a very condescending way, that the Consultant only does a clinic on Wednesday's so I'd have to work around him. After a debate around whether I should even be attending New Cross, or whether I was supposed to attend Stafford, I eventually said to cancel it and forget it as I'd sort it out myself.

I called back to speak with someone else, hoping for a more appropriate attitude. I was told that my appointment had been cancelled, which is what I'd asked for, but that I'd also been discharged. I wasn't aware that the customer service staff were qualified to discharge patients! The second person I spoke with was as unfamiliar with customer service as the first.

What had been a very good experience with New Cross is turning into a bad one, and the sad thing is that it has absolutely nothing to do with levels of care, hygiene or facilities, which are the usual measures of hospital treatment.

Story from NHS Choices

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