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Bad impressions of the booking Centre

Posted By Diamondstar

"Bad impressions of the booking Centre"

About: Leicester Royal Infirmary

(as a service user),

Telephoned to cancel an appointment. The person who answered the phone in the booking centre was abrupt, rude and dismissive. I was informed that because I had cancelled an appointment twice I would not get another, I asked why was this not on the letter that was sent out to be informed its just Trust policy.

As a NHS employee myself and a service user I am well aware that first impressions are so important and the way that I was made to feel was appalling. As a first point of contact for me on this occassion I do think that customer service is paramount and costs nothing. Staff should expect to asked questions and be able to provide answers in a professional, respectful and couteous manner.

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Responses

Response from Leicester Royal Infirmary 5 years ago
Leicester Royal Infirmary

Submitted on 13/07/2018 at 14:56
Published on nhs.uk at 16:06

Dear reviewer,

Thank you for taking the time to leave your feedback.

We are very sorry to read about your experience. It is important for us to learn from people’s experiences.

We have passed on your feedback to the Booking Centre Manager. All calls to the Booking Centre are reviewed.

Any complaint is taken seriously to identify an individual call we will need further details. Please could you email communications@uhl-tr.nhs.uk with your name, NHS number, an outline of the issue, the day the call was made and the phone called from. The manager will then be able to look into this further.

At Leicester’s Hospitals we follow Government policy with regard to discharging patients.

Many thanks

The Communications Team

Leicester’s Hospitals

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