This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Poor Customer Service - Lost

Story from nhs.uk

"Poor Customer Service - Lost"

About: Central Middlesex Hospital / Rheumatology

I'm not impressed with the new situation regarding the check in system.

Its not useful for patient's who have problems in understanding, special needs, disabled patients who have mobility issues, patients elderly and visual impaired.

The patients details should be treated as private and confidential.

Also, the service was better before the check in system was introduced. I prefer the old system when the staff approached the patients at the reception desk. The staff were on hand to assist the patients and that has been lost.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 14/02/2018 at 12:01
Published on Care Opinion at 15:47

I am sorry that you preferred the old check in system with a receptionist. We did consult with patients before implementing it and the consensus was that we should go ahead. Most people said that they were used to the check in desks at their GPs and other hospitals.

The kiosks do have adaptations which ensure they are accessible to people with mobility or visual difficulties and your details should be confidential.

We are recruiting volunteers to welcome patients and provide assistance and there should be a member of staff available nearby if you do need help.

I hope your visit went well apart from that.

Best wishes

Sue

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k