"Good outpatients bad x-ray front of house staff"

About: Medway Maritime Hospital

What I liked

Visited outpatients and was greeted very politely by the staff and had a through consultation with the registrar. The service was very comprehensive, informative and included discussing a range of options for my care. A very positive experience.

What could be improved

I was subsequently referred on to x-ray. It was difficult to find any staff uppn arrival at the deaparrnt and those encountered front of house, had no sense of urgency despite queues, displayed a poor attitude . I have been to other hospitals across the country and have never experienced staff with such an attitude. Not the experience of a supposedly patient centred approach. I would consider given the current climate NHS staff would consider their fortunate position and role provided by tax payers that staff would appreciate the supportive employer the nhs is providing some of the best benefits including above average holidays entitlement, terms and conditions and a good pension. Regardless I feel staff should be aware of why they are there. Perhaps the use of mystery shoppers could identify these issues.

I am a pleasant and tolerant patient always polite and courteous, it's a shame this approach was not reciprocated by some of those I encountered today.

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Response from Medway Maritime Hospital

Thank you for taking the time to give us your feedback.

I am very pleased to read that you had a positive experience in outpatients.

However, I was very disappointed and concerned to read that you were not afforded the same experience whilst in x-ray. Please accept my apologies. As the general imaging lead I will discuss your comments with the general Imaging team so that we can learn from your experience to improve on the services we provide.

If you would like to discuss this further please contact me on the details below. Once again thank you for taking the time to give us your feedback.

Margo Williams

General Imaging Lead

Medway NHS Foundation Trust

01634 830000

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