"Rude reception staff"

About: Crosshouse Hospital / Trauma & orthopaedics Crosshouse Hospital Trauma & orthopaedics KA2 0BE

Posted by again (as a service user), 5 years ago

I have had occasion to visit Crosshouse Hospital Trauma and Orthopaedic Clinic, several times. Each time , on asking the receptionist how late the clinic is running, they reply very unhelpfully, as if I am nuisance. The latest response , to another patient was I don't know, I've got nothing to do with what goes on round there, I'd have to go round and ask.
Different receptionist and answer was immediately that they would go find out for me. So the issue is obviously one receptionist.

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Eunice Goodwin

Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,

NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 21/01/2019 at 17:11

Published on Care Opinion at 22:04

Dear again,
I am sorry you have found the receptionists less than helpful. It can be distressing in a busy clinic, watching everyone coming and going, particularly when we are not taken on time.
I think there are two things parts to this.
Rudeness is not acceptable and I will raise this with the team.
Also, we should be letting people know when the clinic is running behind. Unfortunately, (by way of explanation) as different consultants are in attendance on the same day, I suspect the speed at which any individual clinician can work will be dependent on the patients' conditions' which will be cause variations between clinicians. Therefore a 'blanket' announcement may not be the whole story and therefore unhelpful. I will raise this with sister in the clinic to see what can be done to help this situation.
Thank you for raising this with us, it gives us a chance to change.
I hope you are recovering of fully healed now,
best wishes,
Eunice

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Update posted by again (a service user) 5 years ago

Dear Eunice
Thank you for your prompt reply. I agree a blanket announcement is not the solution. Perhaps the clinics could keep reception up to date with delay times. That way a patient approaching reception to book in could be told then. I am sure, many moons ago, that was how it worked. I am sure that after a 40 minute wait, as mine was, an apology was given, by someone, to the patient/s.
As to the rudeness it is one particular receptionist. They have given similar responses to the one above, each time I have asked and hearing their response to another patient, at a volume the whole waiting area could hear, was the last straw. The receptionist I spoke to, could not have been more polite, or helpful. The receptionist concerned just oozes "would rather be anywhere else than here", in all interactions I have had with them. I am happy for you to call me if you wish further details.
Thank you for your good wishes. It is ongoing but hopefully getting there.:)

Eunice Goodwin

Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,

NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 22/01/2019 at 11:29

Published on Care Opinion at 12:54

Thank you again, again (sorry, I couldn't resist it),
I will pass your helpful observations on to the team. It is so important we keep folk informed if there is a delay and as I said before, there is no excuse for rudeness. Sometimes it is not what we say, but how we say it.
I really hope you don't encounter this again. If I need to contact you I will come back to you, thank you for the kind offer.
Best wishes,
Eunice

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Eunice Goodwin

Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,

NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 22/01/2019 at 13:58

Published on Care Opinion at 14:33

Dear again,
I have spoken to the manager for this area of staff and they have asked if you could provide the date and time of your appointment please. If you could email me on Eunice.goodwin@aapct.scot.nhs.uk, I will pass this on to the manger.
Once again, thank you for raising this and giving us an opportunity to address it.
Best wishes,
Eunice

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Update posted by again (a service user) 5 years ago

Eunice, thank you, for, as always, trying to sort things out and make things better for patients. It is appreciated.

Eunice Goodwin

Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,

NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 24/01/2019 at 09:00

Published on Care Opinion at 09:13

Dear again,
Thank you for contacting me. As promised, I have passed the information on to the manager and she will deal with this.
In your email, you mentioned another receptionist who was very good. I have asked the manager to let me know the other girls name and I will 'award' her the much coveted feedback champion badge.
Take care
Eunice

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Eunice Goodwin

Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,

NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 24/01/2019 at 09:45

Published on Care Opinion at 11:18

I think we 'crossed in the post', but you are welcome.:-)
Eunice

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