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Humiliated at reception

Story from nhs.uk

"Humiliated at reception"

About: Holly House Hospital

I accessed treatment at Holly House hospital as an out patient. My appointment was at 8.30 am. I arrived at around 8.10am and was spoken to in an extremely rude manner in front of everyone in a quiet reception by the receptionist that reception isn't open and that I shouldn't have come that early!

A short while later the receptionist shouted over at where I was sitting to ask confidential details about my medical appointment rather than call me up to the reception desk. The receptionist then proceeded to tell me off for coming 20 minutes early, again in front of everyone when I only tried to get there in time for my appointment having not been there before.

The whole experience left me frustrated and humiliated. As such, I was extremely disappointed the service and would not recommend this institution if it is customer service you are looking for.

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Responses

Response from Holly House Hospital 8 years ago
Holly House Hospital

Submitted on 15/10/2015 at 13:42
Published on nhs.uk on 16/10/2015 at 02:30

Thank you for taking the time to provide us with feedback. At Holly House Hospital we take our Customer Care and Patient service exceptionally seriously. Staff undergo World Host Training. This recognised training course is dedicated to ensuring that all visitors to our hospital, be that patients, Consultants or visitors receive the highest level of service and care. We do apologise that this has not been the case in this instance. We value your time and thank you for feeding back to us and can assure you that this matter is taken seriously. Individual behaviour is addressed and we will learn from these incidents, while aspiring to ensure that they are not repeated. We hope to have the chance to welcome you back to our hospital, should the need arise and that your experience will be that of the high standard we aim to provide.

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