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Great medical service but reception could be…

Story from nhs.uk

"Great medical service but reception could be…"

About: Wythenshawe Hospital

I have visited the Nightingale Centre on several occasions over the last few years having first being diagnosed with breast cancer in 2009. It is a great one-stop service and the medical staff have always been exceptionally professional and caring on my visits. My only concern is that several times I have witnessed visibly anxious patients (particularly young girls) having an extended wait at reception whilst the staff member finishes chatting to a colleague or carries on completing various bits of paperwork before even acknowledging the patient is waiting. Their attitude is often then quite perfunctory. Whilst I appreciate staff are busy, the main focus for reception staff should be to welcome patients and deal with them quickly to make what is an exceptionally stressful experience more bearable. This is particularly relevant at the moment when many of these patients cannot have any accompanying person to support them on their visit. A comforting smile and acknowledgement that this is a person in a difficult situation not just a patient number would go a long way to make for a better experience.

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Responses

Response from Wythenshawe Hospital 3 years ago
Wythenshawe Hospital

Submitted on 29/03/2021 at 12:32
Published on nhs.uk at 19:38

Dear Danielle, Thank you for your comments posted on the NHS Website regarding your recent visit to Nightingale Centre. It was kind of you to write and compliment on how exceptionally professional and caring the medical staff at the one-stop service are. It is good to receive positive feedback which reflects the hard work and dedication of our staff.

We were disappointed to hear that you found the behaviour of the receptionists at Nightingale Centre to be rude and unwelcoming to the patients, as this is not behaviour we would expect from staff offering a frontline greeting service to patients and visitors. Please be assured that your comments have been taken seriously and shared with the appropriate manager, who in turn has discussed them directly with the reception team. The team have been given the opportunity to reflect on your comments and the impact their behaviour has upon a visitor's experience of the hospital, to ensure that the excellent standard of patient care offered by the medical staff, as you have described, is observed when the visitor's first attend, all the way through to them leaving the hospital.

It is important to us that your comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible. You may wish to provide more detailed information about your experience and if you would like to do this then please do not hesitate to contact out Patient Advice and Liaison Service on 0161 276 8686 or by emailing pal@mft.nhs.uk referencing PO20/0097.

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