"Appalling Welcome by Receptionist"

About: University Hospital (Coventry)

I always thought that a reception area was the gateway to accessing any services of any type of organisation, but having encountered a receptionist today, the receptionist needs to either be removed to work in a non public area or should go on a refresher course on how to meet and greet the public, and how to be a pleasant welcoming employee, particularly when the patient has cancer, which is why my Mother and I attended today due to Mums diagnosis. This individuals attitude was so unhelpful, disrespectful and rude - their manner was that of looking down on us and had no intention of being welcoming and warm and barely looked at us and spoke to their computer screen rather than looking at us. It is very sad to have to write such a review as this detracts from the wonderful care and treatment from the Consultant and Nursing Staff that we saw after being booked in as attending the unit.

Unfortunately we are going to have to attend the hospital from next Monday on a daily basis for 6 or 7 weeks for treatment and if we have to encounter the same receptionist, I pity all of us attending. This initial individual receptionist however, was all smiley and jokey when a fellow colleague was stood next to her eating crisps having purchased them from the café area in the specific outpatients we were in.

I can hear UHCW's response to this review in that 'Contact PALS in order to address this matter further' which actually I may just do this! Beware of one unhappy person on a reception desk who clearly has no interpersonal skills and clearly does not enjoy their job. As an Ex Modern Matron myself at this organisation, I see things have not moved on with all of the staffs attitudes, and sadly all it takes is one bad apple in a bag of many to get a negative review.

In section 4 on this review it asks which department did we visit, and the Centre is not within the list, but it was the Arden Cancer Centre

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on your experience at University Hospital, Coventry.

I am sorry to hear about you and your mother's experience. It is a shame that one bad attitude spoilt your experience with us. These are not the standards we set for ourselves. I have made sure that the Group Manager has been informed.

If you would like to discuss aspects of your care further then please contact the Trust’s Patient Advice and Liaison Service on 0800 028 4203.

If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk Alternatively, you can write to us at the following address: - PALS University Hospital Clifford Bridge Road Coventry


If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website.

The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients.

Thank you for leaving your comments on NHS Choices.

Communications Team

University Hospitals Coventry and Warwickshire NHS Trust Telephone 0800 028 4203

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