"Customer service"

I visited the department of oral and facial surgery in September, for the entire duration of my wait I was subjected to the receptionist making rude comments about patients and other staff. I found this highly unprofessional and it made me feel extremely uncomfortable, I left the hospital after my assessment and was later contacted via letter to ring and confirm my next appointment. I was absolutely appauled by the lady on the other end of the phone who was completely rude and obnoxious, I have no idea why she chose to be so difficult and I put the phone down feeling upset and tearful. It is such a shame that these individuals are tarnishing the reputation of a good hospital. Both incidents have left me feeling uneasy about returning to this particular department. I hope this feedback helps to improve the service that you offer and can be used to develop your staff in the future.