"Poor front desk"

It’s unfortunately our third visit to a&e with our little boy and it’s bothered me enough to address the poor quality reception. On each occasion the A&E ward clark/receptionist has been cold, short & lacking in any kind of people skills. 

I work for the trust I attended with my little one and find it upsetting that a staff member would greet the public with such a manner. I, for one, take pride to make patients and their families feel at ease on admission and throughout their care. I asked upon our recent use of the service if our nearby local site was just as busy as we would happily attend there as the department was so obviously strained. I was told “don’t know”, no pleasantries, no engagement and I can honestly say eye contact was not made once. Also, no name badge - currently something I know the trust is keen for. 

Staff attitude ultimately impacts people’s visit, the person on reception is the first person you meet and in our case, one of only two people we saw in two hours. 

Some education and engagement skills management would not be wasted! I believe everyone you make contact with during anxious and stressful hospital admissions should show warmth, empathy & kindness.