"Good consultation, issues with reception"
About: University Hospital Wishaw / Emergency department University Hospital Wishaw Emergency department ML2 0DP
Posted by SOCO (as ),
I attended the fracture clinic at Wishaw with my toddler. The medical staff who assisted us could not be faulted. They made myself and my toddler feel at ease and I would like to thank they for all their help.
However, I have been so disappointed by the customer service by the some members of the reception staff in A & E I encountered. I had to make a return appointment, I stood for over 5 minutes before being acknowledged while three members of staff seemed to be round a computer completing staff training modules .
I then got told clinic wouldn't be opened in 2 weeks for a return appointment so was told that I would have to go and find the consultant to find out when I had to return. I found this very unprofessional and embarrassing that I had to do this as the consultant was with a patient.
After speaking to consultant, I then returned to make another appointment to which I was ignored again for several minutes and I then got the answer that the staff member was dealing with an emergency and couldn't book my return appointment until later. To which I told the staff member to pop it in the post. My toddler had been in for almost two hours and was getting tired and frustrated so I really just wanted out plus I was annoyed in the manner which I was spoken to.
I can understand that it must be stressful working as the face of the A & E department but some manners and some empathy would go a long way.
I have since phoned up to try and change follow up appointment to be told that the staff member was in the middle of something. I asked to be called back and got told that that is not how it works in here.
I am definitely not one to complain either. I put my visit down to being a bad day but then got same level of service on the phone today so wanted to share my experience.