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Reception staff is a disgrace to this hospital

Story from nhs.uk

"Reception staff is a disgrace to this hospital "

About: Conquest Hospital

Over the past week I had to visit A&E twice … on both occasions I had to deal with different persons on reception .. they are both in need of customer service training …. It’s almost like being there was an inconvenience to them !

Once passed the reception area , everyone was very professional… hats off to them and I do hope that they are rewarded in a pay rise that reflects theirs skills and professionalism .. Not the reception staff… send them for customer training … they do not deserve anything better !

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Responses

Response from Conquest Hospital nearly 2 years ago
Conquest Hospital

Submitted on 01/07/2022 at 16:17
Published on nhs.uk at 19:31

Dear Winston,

Thank you taking the time to leave us some feedback about your recent attendances to the Emergency Department (ED) at Conquest Hospital; we really appreciate it.

The Trust strives to provide a high standard of care for all patients and whilst we are pleased to read you received good and professional care once seen by clinicians, we are disappointed and sorry to read this was not your experience of staff at the reception desk on either occasion you attended. Please accept our apologies for the concern and upset caused to you.

We recognise that all staff in our ED's have been under increased pressure due to higher than usual rates of patient attendance as a result of difficulties accessing primary care, such as GP's, but nevertheless, our commitment to treating all patients with kindness, dignity and respect should never falter and we are sorry for your experience of reception staff.

Please be assured our Reception Lead is seeking to identify some customer care training for the reception staff to improve this element of care in the ED's, particularly given they may be the first person a patient, often in pain, worry or distress, will meet.

We hope that you have recovered from the symptoms that led you to attend the ED, and are safe and well.

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