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Meeting and greeting

Posted By Bluebell11

"Meeting and greeting"

About: Cancer Services / Living With & Beyond Cancer (Fern Centre)

(as a service user),

When I enter the fern centre there seems to be a lack of enthusiasm to greet.

I have used a different cancer care centre and as a comparison they really made me feel welcome with a warm friendly face, a verbal greeting...hello im .....how can we help you today (example). Then an immediate offer of a drink and biscuits. They also have fresh fruit available.

The fern centre is beautifully decorated but this lack of welcome is not good.

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Responses

Response from Tasmin Andrew, Cancer & Wellbeing Centre Manager (Northern Services), Cancer Services (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 3 years ago
We are preparing to make a change
Tasmin Andrew
Cancer & Wellbeing Centre Manager (Northern Services), Cancer Services (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 13/12/2021 at 10:36
Published on Care Opinion at 11:26

picture of Tasmin Andrew

Dear Bluebell11

Thank you for taking the time to leave us your feedback. We are sorry to hear that you did not feel welcomed when you arrived at the Fern Centre. We do ask all of our volunteers to greet every guest on their arrival and offer a hot drink and I apologise that this was not the case for you. Following your feedback, we will remind all staff and volunteers at the Fern Centre to make sure they are offering a friendly greeting and a hot drink to visitors. Unfortunately due to Covid restrictions and infection control guidelines, we are unable to offer biscuits or fruit but this is something we will be introducing once things settle down with the pandemic. We do have some individually wrapped chocolates available in the main waiting area.

We do hope you will visit the Centre again and hope this experience has not deterred you from using our services. Please do not hesitate to contact us if we can be of any further help.

With very best wishes

Tasmin

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Rhea Crighton, Lead Gynae Oncology Clinical Nurse Specialist (Northern Services), Cancer Services (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 3 years ago
We are preparing to make a change
Rhea Crighton
Lead Gynae Oncology Clinical Nurse Specialist (Northern Services), Cancer Services (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 13/12/2021 at 17:14
Published on Care Opinion on 14/12/2021 at 11:13

picture of Rhea Crighton

Dear Bluebell11,

Thank you for taking the time to leave feedback, it is so important to us that we receive all feedback, both positive and negative, so that we can ensure that we continue to provide the best possible service. I am so sorry on this occasion your experience was not a positive one and, as Tasmin said, I hope this will not deter you from giving us a second chance.

I have spoken to Tasmin and we have highlighted the issues you have raised and Tasmin is setting up regular training for our staff and volunteers to make sure that this does not happen again. If you have any further feedback or would like to access any of our services such as complementary therapies, tai chi, yoga etc. please do get in touch at ndht.theferncentre@nhs.net

Best wishes

Rhea

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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