"Reception staff in clinics 3A and B"

About: The Whittington Hospital

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Today I visited the hospital for an echo and cardiology appointment follow up. I went to clinics 3A and 3B and at both receptions the staff just seemed like I was an inconvienience in the way they dealt with me. It seemed even a hello was too much. I didnt ask for anything other than directions and check in advice so I'm not sure how I could've been. Now my appointment was nothing serious but it's still not particularly pleasant to come for an echo and having anything wrong with your heart is scary so it would be nice to be put at ease rather than made to feel like a nuisance. I did see one of the receptionist interacting with staff whilst I was waiting and she was perfectly jolly so maybe it was just me. I know hospital staff are stretched but politeness/friendliness and efficiency can co-occur. And a smile costs nothing.

On a positive the doctorl and the xray technician were excellent and very thorough. The imaging receptionist was also lovely yet efficient.

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Response from The Whittington Hospital

I am so sorry that staff were not more friendly, helpful and welcoming to you when you came to the hospital. We do expect this from our staff and it is unacceptable that you did not find that when you came. I am glad that you had a better experience in our imaging department and with the doctor. I have passed on your feedback to the relevant departments. If you would like to discuss your concerns further then please feel free to contact the PALS team on 020 7288 5551. Yours Cassie Williams Head of Patient Experience

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