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Receptionist with attitude

Posted By funnygx55

"Receptionist with attitude"

About: Crosshouse Hospital / Accident & Emergency

(as the patient),

On Wednesday I  had to go to Crosshouse Hospital A&E as I was  feeling very unwell. On Thursday when I was discharged the receptionist on the main desk was very unhelpful. I asked if I could have a taxi called for me as I had no other means of transport, I was made to feel as I was just too much trouble, they huffed and puffed about calling a taxi.

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 5 years ago
We have made a change
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 14/01/2019 at 09:55
Published on Care Opinion at 11:19

picture of Eunice Goodwin

Dear funnygx55,

What a shame. It is never nice to hear about poor customer care and it must leave a bitter taste too.

Not only is this disappointingly poor 'customer care' however there is also a lack of knowledge. There is an 'info point' in this department where you can call a taxi free of charge. There are also a few other phone numbers on this 'info point', one of which is a direct free phone line to Care Opinion (there is a bit of irony there I am sure). I know this as I was instrumental in this being installed in the waiting room.

Sadly, an experience like this can over shadow excellent care and it can be the thing we remember and 'take home'.

I will share this with the team for their reflection. I am sure it will be discussed at the huddle and also awareness raised to the 'info point'.

Thank you for raising this with us. not only can we learn from this, but it is also easily rectified with knowledge and reflection.

best wishes,

Eunice

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