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Excellent Nurses, Terrible Reception Staff

Story from nhs.uk

"Excellent Nurses, Terrible Reception Staff"

About: Sexual health services

The process for going is quick and easy. Queue up at 8AM and they give out appointments in a first come, first served basis.

The nurses are friendly, informed and very good & helpful.

However, the reception staff leave MUCH to be desired. They are cold on the day and when calling up, take a long time to answer the phone and are rude and brusque when answering queries, absolutely terrible service.

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Responses

Response from Manchester Royal Infirmary 6 years ago
Manchester Royal Infirmary

Submitted on 05/12/2017 at 15:26
Published on nhs.uk on 23/02/2019 at 20:06

Thank you for taking the time to write to us about your experience in the Hathersage Centre on the NHS Choices website. It is important to us that comments are heard and seen as an opportunity provided for the service to make changes and improvements wherever possible. We were pleased to read your kind words regarding the ease of booking appointments and the positive experience you have had with the clinical staff that you have seen when in clinic.

However we were sorry to not that you had an unsatisfactory experience at our reception. The Trust expects all members of staff to conduct themselves in a way that shows respect towards patients, the public, staff and the staff of other organisations. On this occasion these high standards were not achieved and for this we sincerely apologise. We can assure you that these issues will be addressed with all reception staff at the Hathersage Centre. The issues highlighted will be used in further staff training in order to improve our service.

The Patient Experience Team

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Manchester University NHS Foundation Trust 6 years ago
Manchester University NHS Foundation Trust

Submitted on 05/12/2017 at 15:27
Published on Care Opinion at 15:35

Thank you for taking the time to write to us about your experience in the Hathersage Centre on the NHS Choices website. It is important to us that comments are heard and seen as an opportunity provided for the service to make changes and improvements wherever possible. We were pleased to read your kind words regarding the ease of booking appointments and the positive experience you have had with the clinical staff that you have seen when in clinic.

However we were sorry to note that you had an unsatisfactory experience at our reception. The Trust expects all members of staff to conduct themselves in a way that shows respect towards patients, the public, staff and the staff of other organisations. On this occasion these high standards were not achieved and for this we sincerely apologise. We can assure you that these issues will be addressed with all reception staff at the Hathersage Centre. The issues highlighted will be used in further staff training in order to improve our service.

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