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Care Opinion

Experience of reception staff

Posted By Green 111

"Experience of reception staff"

About: Specialist and national services

(as a staff member),

The first point of contact for the neuropsychiatry service based in Willow annex St George's hospital is the receptionist. Their manner was rude, abrupt and unhelpful when I accompanied a patient to an appointment. If I was a patient or carer this would not have put me at ease or reassured me about my appointment. Given the patients who attend here are often distressed by their condition, it is essential for them to have a good experience of the frontline staff.

This person does not do an otherwise excellent team any justice.

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Responses

Response from Engagement and Experience Co-ordinator, South West London and St George's Mental Health NHS Trust 5 years ago
South West London and St George's Mental Health NHS Trust

Submitted on 10/10/2018 at 10:34
Published on Care Opinion at 11:23

Dear Green 111

My name is Farai and I am the Engagement & Experience Co-ordinator for the Trust.

Thank you for taking the time to tell your story about your experience at the Willow Annex, St Georges Hospital.

I am sorry that you have had to raise a complaint about the behavior and attitude of the receptionist. I have passed on your story to the service so that this can be addressed with the reception staff. If you would like to raise this as a formal complaint please contact the PALS advice line on 020 3513 6150 or email the Engagement & Experience Team at complaints@swlstg.nhs.uk.

Once again I am truly sorry for your experience with the service.

Kind regards

Farai

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