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Care Opinion

Issue with reception

Story from nhs.uk

"Issue with reception"

About: Manchester Royal Eye Hospital / Ophthalmology

I am myself a health care professional and though found the emergency nurse practitioners except but felt appalled with the attention given by one receptionist. My wife was in the consulting room and I was kept waiting for around 10 minutes or more until my 9 month old son started crying and the receptionist seemed to ignore me constantly. This happened twice before triage (when another receptionist was there who called me on my turn) and then consultation. Instead of speak to me when I was waiting they picked files and kept doing other things. I had to interrupt a nurse/ENP to ask if there is someone attending patients turning up for appointments and if I could go into the room to join my wife. Absolutely shocking! Have rung and left a message with PALS. I even wonder if they were actually a receptionist(but there was no one else on the reporting desk) as I would never imagine this happening anywhere. I have never complained against anyone but I feel need some improvement in services here.

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Responses

Response from Patient Experience Team, Manchester University NHS Foundation Trust 6 years ago
Manchester University NHS Foundation Trust

Submitted on 04/05/2017 at 09:34
Published on Care Opinion at 09:36

We are very sorry to hear your comments about the unsatisfactory experience you had whilst waiting in the Emergency Eye Department (EED) waiting room whilst your wife underwent her consultation. A bespoke customer service training course has been undertaken with 13 administration staff at the eye hospital with positive feedback so this is being rolled out across the whole administration workforce this Spring. Without your wife's details it is difficult to comment specifically on your concerns as we are not able to identify which staff members were working in the EED that day in order to ask for their comments.

We take all issues surrounding patient care very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they can discuss your specific concerns and experience with you.

Response from Manchester Royal Eye Hospital 6 years ago
Manchester Royal Eye Hospital

Submitted on 04/05/2017 at 09:39
Published on nhs.uk on 23/03/2019 at 22:09

We are very sorry to hear your comments about the unsatisfactory experience you had whilst waiting in the Emergency Eye Department (EED) waiting room whilst your wife underwent her consultation. A bespoke customer service training course has been undertaken with 13 administration staff at the eye hospital with positive feedback so this is being rolled out across the whole administration workforce this Spring. Without your wife's details it is difficult to comment specifically on your concerns as we are not able to identify which staff members were working in the EED that day in order to ask for their comments.

We take all issues surrounding patient care very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they can discuss your specific concerns and experience with you.

The Patient Experience Team.

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