"Poor appointment management/Reception of patient..."

About: Lister Hospital

What I liked

Not much

What could be improved

Concerning the appointment for check up on a fractured shoulder: the appointment was written on a card but not actually put into the system. As a result, had to wait 2 hours to be seen to. Told I was to be "fit in" to someone's schedule - not a considerate approach. (The receptionist in question: very few people skills when dealing with any patient concerns e.g "I don't know!", "Calm down!")

When trying to get any information, was repeatedly told "you'll have to wait". Always had to ask for updates, no effort made at all to keep me informed.

Basically treated like they were doing me a favour. Since it was A&E's mistake not to book an actual appointment (surely the most basic of tasks for a receptionist), effort should have been made to make prompt assurances, negotiations with the doctor to find a slot nearest to the assumed appointment time (10.45am) and at the very least, an apology. None were forthcoming, just my notes thrown onto someone's desk.

Anything else?

Train your receptionists in the remit of people skills. Many patients are rude and insufferable, that is true, but most are not. Basic skills in assuaging fears or irritations over mismanagement would do a lot in improving care, at the most base level: reassurance

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Responses

Response from Lister Hospital

We're very sorry that our administration services let you down. We would like to follow up the issues experienced to understand what went wrong and why - would you be willing to contact us via generalenquiries.enh-tr@nhs.net so that we can at least make sure you get an explanation and apology for what happened?

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