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Volunteers at reception

Posted By maggie911

"Volunteers at reception"

About: Russells Hall Hospital / General medicine

(as a relative),

My husband was admitted to AMU and I was asked to come and drive him home.

The Nursing Staff, Doctors were helpful and kind.

When I got to the hospital, I realised I didn't know how to get to the ward, I approached the volunteers in the red shirts behind the counter, I asked how to get to AMU as I had to drive my husband home. The reply was to go down the corridor to the end,turn right keep going, you can't miss it... "It has AMU written on the door".

I was so surprised as I felt that this person was being rude, all the time I was being spoken to, they had their feet up and were sliding around on the chair.

I have asked for help getting to departments before but have never encountered anyone who seemed so disinterested.

I will be very wary to ask another volunteer anything else.

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Responses

Response from Amirah Shaikh, Patient Experience Administrator, Patient Experience, The Dudley Group NHS Foundation Trust 3 years ago
Amirah Shaikh
Patient Experience Administrator, Patient Experience,
The Dudley Group NHS Foundation Trust

Submitted on 30/05/2020 at 11:14
Published on Care Opinion on 01/06/2020 at 15:41

Thank you for taking the time to give us feedback about your experience of our hospital. We always aim to offer the highest standards of care.

It is disappointing to hear that you encountered poor customer service from our volunteers we would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

We will pass your comments onto the Head of Patient Experience and the Volunteers Co-ordinator who will remind all volunteers to remain polite and professional at all times.

Patient Experience Team

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