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shame about the admin staff

Story from nhs.uk

"shame about the admin staff"

About: Queen Elizabeth Hospital Birmingham

I have visited many times, as patient and visitor.I am afraid to say that although the Doctors are great here and a majority of nursing staff work very hard, there are some that let it down. unfortunately!

The front reception desk is often busy and the attitudes of reception staff is poor.I have heard many nasty remarks from the receptionist's and a lot of eye rolling goes on, do they not realise that they can be seen by patient's, staff and visitors.I have witnessed nurses disagreeing over something and acting in an unprofessional manner.

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Responses

Response from Queen Elizabeth Hospital Birmingham 6 years ago
Queen Elizabeth Hospital Birmingham

Submitted on 07/12/2017 at 14:50
Published on nhs.uk on 09/12/2017 at 03:16

Thank you for taking the time to feed back about your experience of the Ear, Nose and Throat (ENT) Department at the Queen Elizabeth Hospital Birmingham. We are delighted to hear that some aspects of your experience were good. Your kind words have been forwarded to the senior staff responsible so they can share them with their team members. Feedback like this is greatly valued as staff love to hear they have made such a positive difference. We also note your observations regarding the front reception desk and the attitude and behaviour of some staff. It is disappointing that you have experienced this during your visits. We are keen to understand more about which reception area you are referring to so that we can ensure staff are well equipped to provide the level of customer service we expect. If you would like to discuss any of your comments further please make contact via the Patient Advice and Liaison Service (PALS). PALS are here to help and can be contacted by phone 0121 371 4400, by email PALS@uhb.nhs.uk, via the hospital website www.uhb.nhs.uk/pals-form or in person by dropping in between 9am – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

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