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Great Counselling Indifferent Reception Staff

Story from nhs.uk

"Great Counselling Indifferent Reception Staff"

I arrived early for my PTSDcounselling today the only patient there at the time.

I signed the visitors book.

The reception staff were sat in a circle near the window talking about sofa cushions.

It was a few minutes before anyone asked me who I was seeing.

I gave my counsellors name and sat and waited.

20 minutes after my session should have started my counsellor popped her head around the door on the off chance to see if I was there.

It seems no one had informed her I had arrived.

My counsellor was very apologetic even though it was not her fault.

I had a tearful and difficult session that then had to over run and to top it all off a parking ticket when I returned to my car.

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Responses

Response from Erleigh Road 5 years ago
Erleigh Road

Submitted on 30/07/2018 at 11:26
Published on nhs.uk at 12:15

Dear Sir or Madam,

Thank you for your posting and please accept my apologies for the delay in responding. I have been in touch with our Business and Performance Manager at 25 Erleigh Road for a response.

She spoke to the two reception staff working that day. We had a more senior administrator and a new Bank staff member who was being trained.

They were both sitting at the desk as the Bank staff member was being trained. I understand that the Bank member greeted you and did ask who you were seeing but she got involved in something else and failed to inform the clinician.

We would like to apologise for this oversight and for any distress caused.

It is policy that it is the clinicians' responsibility to check and collect the patient from Reception at the appointed time, which the clinician failed to do until she was contacted by Reception. We will be sending out another communication to all staff; reminding them of this policy. There is also now a sign clearly posted in Reception which asks patients , if they have not been seen within 15 minutes, to report to Reception.

The Bank member is very apologetic and it was a learning point for her.

Thank you for bringing this to our attention. We take all feedback very seriously as it provides us with an opportunity to improve services. If you would like to discuss this further, please contact me in confidence.

Yours Sincerely,

Trevor Lyalle

Patient Advice & Liaison Service

Berkshire Healthcare NHS Foundation Trust

Tel: 01189605027 e mail: BHT@berkshire.nhs.uk

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