"Not acceptable - admin staff let down the hard..."
About: Charing Cross Hospital Charing Cross Hospital London W6 8RF
Posted by Jim Rayner
What could be improved
My comments refer to the admin services and culture at Charing Cross. I have yet to be admitted for clinical services, but dealing with the admin side has been a nightmare.
Lack of response
Lack of engagement
Failure to return calls
Phones going unanswered
Phones constantly engaged
Making apppointments that the clinicians knew nothing about
Being directed to people who do not exist
Being asked to chase referral letters that have not been properly processed by central admissions
Failure to report the outcome of complaints
The single worst telephone system and switchboard in the western world .
Suggestions for improvements:-
Selection of admin staff to make sure they have a customer-facing attitude and ethic
Change the telephone system
Discipline staff who cannot be bothered to return calls - it's their job!
Make staff accountable for service failures
Stop the practice of letting admin managers over-ride clinical requirements.
Force all staff to read, learn and sign up to the Trust's mission statement - it is meant to be a commitment, not just grand words eg "working together" and "respect patients"
Do not expect patients to run round trying to find letters and documents that Trust staff can't be bothered to even look for.
If efficiency, helpfulness and willingness to please were necessary job outputs, Charing Cross admin staff would be out of work. Make them accountable, so they can't hide behind ther desks.