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The customer service left much to be desired

Posted By hawkwg65

"The customer service left much to be desired"

About: Sidwell Street Clinic / NHS Walk-in Centre

(as a service user),

I recently had an experience at an NHS walk-in center, and unfortunately, the customer service left much to be desired.

The staff seemed disorganized and indifferent, making the overall process frustrating. Particularly One staff member was on the phone and eating behind the counter and ignoring me while I was waiting to be seen.

It would be beneficial for them to improve their communication and efficiency to better serve patients.

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Responses

Response from Lisa Townsend, Patient Feedback Lead, Patient Experience Team, Royal Devon University Healthcare NHS Foundation Trust 2 months ago
Lisa Townsend
Patient Feedback Lead, Patient Experience Team,
Royal Devon University Healthcare NHS Foundation Trust

I take patient feedback and work with all departments at Royal Devon University Hospital NHS Trust to implement service change and improve the patient experience.

Submitted on 12/02/2024 at 15:09
Published on Care Opinion at 15:09

picture of Lisa Townsend

Dear Hawkwg65

Thank you for taking the time to leave feedback. I have spoken with the walk-in center (WIC) manager to discuss the issues that you raised.

They were very sorry to hear of your frustrations regarding your recent visit. They explained that they have a shared space that is without a counter so the staff member you mention that was eating food may not have been a member of the team you were visiting. To ensure that your feedback gets to the correct person they have shared your feedback with both the WIC team and the other team that uses the building, who sometimes assist with check-in when the WIC is busy.

They have also asked me to relay that they are sorry to hear that you found your visit disorganised. They are currently looking into improving the WIC waiting time updates in the waiting room along with a self-check in process to improve the patient experience.

Thank you again for your feedback.

Kind regards

Lisa

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