"Visit to Good Hope hospital A and E department"

About: Good Hope Hospital

Due to Good Hope hospital being my local hospital, this hasn't been my first visit to the department. Unfortunately, unlike previous visits, I was very unhappy with the service that me and my partner recieved. Upon arrival to the department, I was very shocked at the number of patients waiting to be seen (just unfortunate timing I guess) therefore I was aware that the receptionists were probably under more pressure than on a quieter day. As someone that has worked in customer service, I always try to be as polite and positive even in unfortunate situations like these.

My partner had recently injured his ankle and had been given a crutch from a previous doctor however as he was only given one he was still putting pressure on it and therefore causing a lot of pain. I knew it was going to be a long shot but having seen a pile of crutches outside I went in with the mindset 'if you don't ask you don't get'. I asked the receptionist if there was any chance that we could be given another crutch so he wouldn't put any pressure on it and cause more damage. The receptionist then looked at me frowning aggressively and said 'we don't just give crutches away you know, you have to be checked out'. Although being a bit thrown by how rude this receptionist was being and how the receptionist had just spoke to me, I understood why we couldn't recieve an additional crutch so I said that's fine. The receptionist replied, still frowning and very aggressive, with 'well I don't get why you aren't getting checked in now?'. I explained the reason being booked in with another doctor tomorrow. The receptionist then grunted at me. I asked for their name as the receptionist wasn't wearing a name badge.

Fortunately my partners injuries were minor and we can wait until the appointment tomorrow. I just feel that if this wasn't the case our experience in the department would've been made very miserable and awkward after such awful and disappointing customer service at the front desk.

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Anonymous

Thank you for your feedback regarding your recent attendance at Good Hope Hospital Emergency Department.

I am concerned to read your experience and I will ensure that your comments are forwarded to the Emergency Department Reception Manager at Good Hope Hospital and ask if your feedback can be used as an example to discuss good customer service with the team. Additionally, if you could contact me directly to provide some more information, I would be most grateful. I can be contacted on 0121 424 0808 or by email: marie.helebert@nhs.net

I hope this is acceptable and I look forward to hearing from you at your convenience.

Kind regards

Marie Helebert

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