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Staff have terrible manner

Story from nhs.uk

"Staff have terrible manner"

About: The Princess Royal Hospital / Maternity

“The midwife” in community midwifery must have over slept and missed the modules that teach people how to talk to patients. A training intervention in customer / patient service / emotional intelligence is needed.

Showed very little regard or empathy for our situation and was very rude on telephone. I specialise in customer experience and coach large corporate organisations on customer empathy, I’d be happy to deliver this training for free to this midwife for the sake of other new mums in the area.

Change your telephone manner, before you really upset a new vulnerable Mum.

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Responses

Response from The Princess Royal Hospital 6 years ago
The Princess Royal Hospital

Submitted on 13/11/2017 at 16:56
Published on nhs.uk at 17:31

Good afternoon,

Thank you for taking the time to share your recent experience, although I am sorry to hear of the upset this has caused. I have shared your feedback with the Head of Midwifery so she is aware of the impact this has had on you. If you would like us to look into your concerns in more detail please contact PALS on 01952 641222 extension 4382, so we can look into this for you.

Thank you

Kind Regards

Patient Experience Team

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