"reception staff unhelpful"

About: Salford Royal

When dealing with receptionist at hospital outpatients, the member of staff looked bored and uninterested in what I was saying. They didn't smile, their tone of voice was lethargic and slow. Didn't make much eye contact. Just didn't seem to want to be there. When I called the day after to get a follow up appointment, the switchboard referred me to the wrong department even though I gave the correct doctor's name and stated rheumatology dept. I was sent to the Urology line and the receptionist was short and snappy with me that I personally had rang the wrong department and had to ring the switchboard back. They hung up on me instead of re-transferring me to either rheumatology or back to the switchboard, therefore losing my place in the telephone queue. I can only phone during work hours and had to spend a long time on hold in the first place and had to start all over because of their incompetence at dealing with a simple phone call. Customer Service is shocking, I felt very uncared for as a patient of the hospital striving for patient care quality. The doctor's attitude at the hospital, however, are superb and I cannot fault their service.

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Response from Salford Royal

Thank you for your comments. We agree that your description of the member of staff's behaviour is not what we would expect from our staff and this would fall well below the minimum standards of customer service we expect from all Trust employees. We have raised these matters with the management team for our Outpatient Services so they may address this as appropriate. Please accept our apologies to you for this experience and our reassurance that it is being addressed - we would very much like to discuss these issues with you in further detail in order that we may investigate and respond to your concerns. Please could you contact our Patient Advice and Liaison Service on 0161-206 2003 or email PALS at pals@srft.nhs.uk. Finally, we were glad to read that once in clinic, you were happy with the care received. We would be happy to share this with the staff concerned and again, if you were to email PALS, we can ensure the comments reach the correct people.

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