"Eye clinic reception staff"

About: Russells Hall Hospital

I was very disappointed on my visit today that I was kept waiting while a member of the reception staff was chatting on the phone to a friend about their forthcoming night out and about who was going and where they shoulder up etc. I accept this sort of thing goes on but she could have at least acknowledged the fact that I was there. Another member of staff finally acknowledged me after about five minutes and said she would be with me on a minute. I should also like to mention the very untidy counter where it was obviously one of the staff who had eaten a sandwich and drunk a hot drink and left their remains on the patient side of the counter, the cup was a personal item not a canteen cup.

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Response from Russells Hall Hospital

Thank you, Robert, for taking the time to let us know about your visit to the eye clinic. What you have described is a member of staff behaving in an unacceptable rude manner and we expect all of our staff to treat patients with politeness and respect in line with our trust values of care, respect and responsibility so we are extremely disappointed to hear this did not happen during your visit to Ophthalmology. We must also apologise if there was an untidy counter. This does not reflect the standards of cleanliness we would wish for our patients and we are committed to ensuring all our staff maintain a clean and safe environment. We have passed your comments on to the manager for ophthalmology and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

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