"poor customer service"

About: Bradford Royal Infirmary

I was referred by my gp as I have had a hearing loss since birth and needed a check up for work purposes. I was left a voicemaila a few weeks laters saying a letter had been sent to my address with an appointment date. 4 weeks later no sign of a letter. I called the department and the person on the phone was very apologetic and told me that in fact no letter had been sent out. My appointment was for that week but I was working so we rearranged the appointment for a date suitable. I was told a letter would be sent out confirming the appointment. Again no letter arrived.

I went last Friday at BRI to be told I had gone on the wrong day (I accept this was an error on my part) and was told to come back today (the 5th) as my appointment was at 8.30am. I enquired as to whether they had my correct address due to my not receiving any letters and they did.

I arrived for my appointment today only to be told it was in fact at st Luke's! I wasn't told this on Friday and had no letter . The receptionist called st Luke's and informed them but to be honest I found them to be quite rude and as though they couldn't care less that I had been messed around. They offered another appointment time but unfortunately i couldn't make that and the receptionist was quite rude about this and very patronising. I explained that I work 7 days straight and also have a child so could they fit me in another time. Eventually we arranged another appointment but not till after the receptionist and their colleague at st Luke's had stopped laughing down the phone. I have been told a letter will be sent out but I'm not holding my breath. Very disappointed in the organisation and also the staff on duty today.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Bradford Royal Infirmary

I am very sorry to hear about your experience with some parts of the Ears, Nose & Throat Department. We welcome patient feedback to enable us to continually improve our service and stop the experiences you describe today. We acknowledge that some of our reception area processes require improvement and work is planned to commence in early November 2015.

Our aim is to provide a patient focused administration service with improved patient satisfaction.

I am very disappointed to hear that my reception staff behaved in this way and assure you that I will look into who was on reception that day and will deal with this appropriately, behaviour like this is not acceptable.

I will also look into the letter issue raised. Please accept my sincere apology for your experience.

Deputy Head of Access – Centralised Patient Booking Service

  • {{helpful}} of {{total()}} people think this response is helpful