"Unwarranted sarcasm"

Spoke to Jubilee Wing Reception on the morning of Friday, 2nd July.I was trying to trace the whereabouts of my husband who was admitted into A&E the previous evening. I was anxious and gave his name. The gentleman said “where does he live?” I said that he lived in Otley. He paused then said “ I’m sure he does. What’s the address?”

This may seem a small thing but not to a person who has spent a sleepless night wondering what is happening. He was curt and seemed disinterested. He put me through to the department - they put me back to him. He said “the only thing you can do is ring them directly”.

Surely this is not the impression you wish to give to people calling reception? A course in Customer Care would not go amiss. Receptionists are the first line in the communication chain - a pleasant and courteous manner means so much!

Sorry to bring this up but, from a total quality management approach, it is the basis for some improvement.

Kind Regards

Barbara Corney. MSc, PG Dip’s, BSc(Hons), DPSN RGN.