"poorly trained, ill informed staff."

About: Herts & Essex Community Hospital

What I liked

comments are regard telephone contact

Contacted the number on your web page for herts and essex community hospital. spoke with reception at harlow, the female did not know of the hospital and said not part of the trust? put me through to epping, Doh......

i spoke with 6 people to find out if the unit was open (28th Dec) so i could attend to have a blood test.

not impressed. could do a lot better.

poor info on your web page... poorly trained reception staff. you only have one chance to make a first impression

Poor Poor Poor

What could be improved

read the above and you decide

Anything else?

i await a response

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Response from Shahid Sardar, Head of Patient Engagement, Patient Safety and Quality, The Princess Alexandra Hospital NHS Trust We are preparing to make a change

Dear B Gough,

I can only apologise for what was clearly a really poor experience around the information we provide. I am going to raise this with colleagues and see what can be done to remedy these questions. I agree that improvements are needed to how we provide information, including on the telephone.

We'd actually be really keen to get a little help too if you are willing to participate, perhaps through mystery shopping (where you use services as normal, but are focussed on some specific questions on how to improve quality, working in partnership with the hospital) or as a reader of information which we are developing for patients. In any case, thank you so much for raising the issues and we will keep you updated about how we plan to take some next steps towards improving this experience.

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