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Main outpatient 1st floor blue zone

Story from nhs.uk

"Main outpatient 1st floor blue zone"

About: Croydon University Hospital / Clinical haematology

Attended on the 29.05.2019. The Receptionist at Desk 1 needs to be retrained ASAP or completely taken off reception. She is very rude and patronising I didnt realised that there was a ticket system instead of telling me to get a ticket she looked up at me and held her head down then evenetually called that was standing behind me before ordering me to take a ticket. Whilst waiting to see the doctor I realised how unprofessional and rude she was to other patients. Her tone of voice and facial expression looked as if she would rather be at home watching Emmerdale than having to deal with us. At the end of the day people are ill and the last place we expect to be treated like garbage when we turn up to a hospital appointment.

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Responses

Response from Sarah Pritchard, Senior Quality Lead, Croydon Health Services NHS Trust 5 years ago
Sarah Pritchard
Senior Quality Lead,
Croydon Health Services NHS Trust

Submitted on 25/06/2019 at 09:34
Published on Care Opinion at 09:34

I would like to express our sincere apologies on behalf of OPD for any distress this visit caused you, we aim to give patients the best care and experience when visiting our department and I am sorry to hear on this occasion this was not the case.

I assure you that we take customer service and professionalism very seriously and are continuously offering our staff training in these areas.

I have addressed this situation with the receptionist in question and have reiterated the importance of delivering good customer service at all times.

We are constantly reviewing staff training needs and what we can offer to enable them to deliver the service that patients need. All staff are part of this and will participate in all training modules that are centred around patient care.

We have programmes booked with the learning and development team that offer staff a refresher on the core skills and behaviours that are expected of them when at work.

I hope that in the future if you visit Outpatients again that you see an improvement, we strive to offer a pleasant experience for all.

Kind Regards

Keturah Kotey │Outpatients Support Services Manager│Main Outpatients department

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