"Terrible manners "

About: Queen Margaret Hospital / Trauma & orthopaedics

(as the patient),

I attended Queen Margaret in April 2012, I had to have an X-ray as I was getting my wisdom tooth removed, on arrival into outpatient department, the receptionists were friendly and helpful, I only waited 10mins and then made my way to X-ray department.

The lady took my details and said my name wrong and didn't apologise or even acknowledge me when I corrected her. So I took a seat, after 20mins or so, a young man came out of the room and said my name, when I rose from my seat he laughed, as I proceeded into the X-ray room he said I can't believe this is your name, I was looking for someone with a more ethnic authenticity. To let you understand my first and surname are quite unusual. My surname is actually Polish, however the young man actually admitted he was looking for an Indian women in reception.

I was embarrassed and quite frankly was left utterly speechless, to think this is one thing but to voice it is quite another, to me this is a basic customer service skill that should not be in question 10 minutes of my appointment was taken up discussing where my name was from.

I interrupted him to say this is not appropriate and I am here for an X-ray after which he really did not say much and offered no thought to how I would feel or think about his previous ridiculous conversation.

I have worked in customer services for over 20 years and have never experienced such lack of understanding, compassion and quite frankly terrible manners. What astounded me was how on earth he thought this was appropriate to even ask and discuss this with me. To this day it still disgusts me.

Did I complain? yes, feedback regarding my complaint, no, that made it even worse!

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