"First impressions count"

First impressions for me count as the most valuable indicator as to the level of service you are going to receive.

This I must stress is NOT about the care I received but the first impression I got as I brought my daughter to an appointment. We were extremely stressed and were expecting to hear very bad news. Therefore I was not exactly in a good place myself. We were also negotiating the journey to your hospital for the first time.

I wrongly turned right at a junction to access the car park. I had turned following a car. Not that that justifies what I did but it happened. As I approached the ticket barrier this voice shouted ‘oi’ and the attendant proceeded to be very abusive, extremely rude and I felt very threatened. He was holding on to my car window and leaning in the car.

I had made a mistake and apologised. However this was not enough to quell his anger and he proceeded to shout at me and as I was very near to the edge I was extremely upset. I would never have thought this would be acceptable as a front line member of staff.

The care my daughter did receive was excellent and all other staff who we approached for directions and care were very professional and kind. We dreaded returning to the car park but the young man at the pay station was very helpful and kind.