"Poor quality manners of the reception staff"

About: Royal Free Hospital

I visited a patient today. I needed to ask where he was. To begin with, I would expect the receptionist at the main desk at the entrance to say 'Good afternoon. Can I help you ?' When I said that I wanted to visit so-and-so, I merely got a look, followed by a curt 'In-patient or out-patient ?' when I would have expected 'Is he/she an in-patient or out-patient ?. Then they barked out 'Name ?' not 'What is his/her name ?' All this rapped out curtly as if I was some sort of supplicant. Minor elegancies of manner reassure everybody and elicit good manners in return. I said 'Thank you' though it was hardly merited by the rude, short way in which the receptionist spoke. I may say that it is quite different from the manner of the receptionist I spoke to when last at St. Mary's.

Story from NHS Choices

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


Response from Royal Free Hospital

Thank you for your review, we're really sorry to hear you were unhappy with your experience. We'd be grateful if you could get in touch with our PALS team on rf.pals@nhs.net with further details so we can look in to this.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful