"I was so impressed and then disgusted..."

About: King's College Hospital (Denmark Hill)

What I liked

I telephoned the Hospital on 11th May @ 1400hrs to find out if a friend had been admitted to a ward.

The young lady operator was most helpful and kind, and said she would put me through to the 'reception desk'. When the man there answered, I did'nt quite understand what he said, so I asked him, very politely, to repeat it.

I was absolutely staggered when he did not answer me, but slammed his 'phone down, cutting me off completely.

I 'phoned again, and the same youg lady apologised for his ignorant and rude behaviour and very kindly searched for the patient herself for me.

The huge difference between the kindness and helpfulness of this lady operator, and the sheer ignorance of the man, who I understand, is the first staff member the public see when they enter the main hospital, is just staggering.

What a terrible impression for people visiting this wonderful hospital, I'm sure that this man must really hate his job.

What could be improved

Perhaps a 'crash course' on compassion, politeness and human decency might help him to enjoy his job, instead of obviously hating it.

Story from nhs.uk


Response from PALS Generic e-mail, PALS, King's College Hospital NHS Foundation Trust 8 years ago
PALS Generic e-mail
King's College Hospital NHS Foundation Trust
Submitted on 19/09/2011 at 12:47
Published on Care Opinion at 15:26

This is without saying not the sort of response that any member of staff is expected to offer to a telephone enquirer. We believe that we have identified the member of staff in question and in July they undertook further training in customer care. The training has been designed with the individual needs of the Trust in mind. Provided by the Garnett Foundation the training involves scenes which would occur everyday ina hospital depicted by actors. The scenes exhibit varying examples of customer care which are then discussed within the session and staff draw up action learning plans to implement lessons learned through the experience. The performance of the individual will be closely monitored.

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