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Care Opinion

Staff incompetence

Story from nhs.uk

"Staff incompetence"

About: Altrincham General Hospital

I arrived at the audiology reception 10 minutes before my appointment and the receptionist told me where to sit and wait. I waited for half an hour and the audiologist then came to me and asked my name. They said I must have arrived late and then re-tubed my hearing aids. They then took me back to reception where the receptionist admitted they had failed to book me in. I was given a cursory apology by this receptionist. I feel their attitude leaves a lot to be desired.

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Responses

Response from Patient Experience and Quality Officer, Central Manchester University Hospitals NHS Foundation Trust 8 years ago
Central Manchester University Hospitals NHS Foundation Trust

Submitted on 16/10/2015 at 12:06
Published on Care Opinion at 12:17

Thank you for your feedback. We are very sorry to learn that your experience was not as positive as we would expect.

It is clear from the description of your visit to the Audiology Department at Altrincham Hospital that the level of support you received from the reception staff fell well below what we would consider acceptable. We would like to take this opportunity to offer our sincere apologies for the delay you experienced in being seen by the Audiologist, due to the inaction of the receptionist.

To enable lessons to be learned from your experience, your comments have been passed to the operational manager for Altrincham Hospital for sharing with the reception staff.

Please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk if you would prefer your concerns to be investigated in more detail.

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