"why was the coffee shop closed and we were sent to a staff canteen?"

About: New Victoria Hospital / Physiotherapy

(as the patient),

On 24th December I visited the New Victoria Hospital with my husband for his physio therapy. I also had my children with me as it was the Christmas holidays. On arrival we were greeted by the information desk staff with a lovely smile.

As my husbands appointment can take up to 45 minutes, so me and the kids decided to go for a coffee in the coffee shop but to my surprise they were closed. Bit bizarre, as it wasn't Christmas day or a bank holiday. The information desk staff said “my apologies for your inconvenience but we do also have a canteen on the second floor, known as staff facilities” so me and the kids headed up only to find a security door. I then asked some staff nearby if I could get access and they both looked at me as if to say have you gone mad it is for staff only and no you are not staff and you do not have a pass. I told them about the coffee shop and told I was directed here, but they did not care or even bother to find out why visitors were directed here. In the end, I had two very grumpy kids.

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Response from Paul Cannon, Head of Administration, Acute Services Division, Greater Glasgow & Clyde NHS

Thank you for taking the time and trouble to provide your feedback.

I am sorry that this posting was not acknowledged at the time, we had a break in our use of Patient Opinion, but we have now resumed doing so, and I thought it was still important to acknowledge your posting.

I am sorry that the coffee shop was closed and that you were unable to locate and use the staff facilities. You could have accessed this by means other than the security doors. I have passed your comments on to the manager responsible for these services to share your experience with local staff.


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