"Reception staff failed to receive."

About: Darlington Memorial Hospital

I have been a carer in the community and frequent visitor to the outpatients department for the past three years. This morning I attended the reception point at 0830 hrs for my 0845 hrs appointment. Two mature reception staff were engaged in unprofessional discussions with two other hospital employees. Their voices were raised and excitable. This continued for ten minutes whilst I was ignored. My complaint is in relation to the two reception staff behind the desk. Their presentation was unprofessional and unacceptable, and their very public discussion embarrassing to witness. On a positive note,a younger member of staff arrived to book on. Although she did not attend to me, appropriate courtesy was shown by making eye contact and smiling.

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Response from Darlington Memorial Hospital

Thank you for providing feedback on your recent visit to Darlington Memorial Hospital. I am very sorry to hear that you were unhappy with your experience on this occasion. We would welcome the opportunity to discuss your concerns with you. If you feel this would be useful please contact the Trust’s Patient Experience Team on 0800 783 5774. If you would prefer to contact us by e-mail, our address is patient.experience@cddft.nhs.uk Alternatively, you can write to us at the following address: - Patient Experience Team Darlington Memorial Hospital Hollyhurst Road Darlington County Durham DL3 6HX

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