"Disappointing - support staff training essential!"

What I liked

Free parking, but car park very busy - leave plenty of time as you may have to wait for a space. The ultrasound examination itself was fine and the lady conducting it was polite and pleasant.

What could be improved

Respect. When I arrived and went to the main reception as directed, before I even reached the desk the receptionist called across the room, are you here for x-ray? I didn't want to yell out my business in front of a waiting room full of people, so I began unfolding the letter to show her. Before I had the chance to do that she shouted - is it a pelvic ultrasound? It was, but it was not something I had planned to tell the entire waiting room! Quite frankly I'd have preferred to be more discreet about my internal ultrasound.

It did not improve. I was sent to x-ray reception where I found the receptionist doing her nails! When I got her attention she directed me to the waiting room and said she would book me in. I sat and waited, and after other people were called, someone who arrived long after me was called for their appointment. Fortunately the ultrasound nurse spotted me and asked if I was her 11am appointment. It turned out that I had not been booked in. It is very annoying that the person, paid by the NHS to act as receptionist, found it more compelling to be doing a manicure than to do her job.

Anything else?

Please, more respect to patients and be discreet about what they are there for. Also, it is of great concern that the receptionist doing her nails was not performing the most basic of her tasks, ie to book in patients.

Disappointing I am sorry to say. This is not about stretched resources which i could excuse, it is about rude and disrespectful staff.

Story from NHS Choices

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Response from Fleet Community Hospital

Thank you very much for taking the time to provide me with your feedback. I have been in contact with the service and they have responded with the following:

We have made it known to all staff that this is not the reputation that we want to attract, and we would offer an apology to anyone receiving this kind of poor service. Our regular patient satisfaction survey points to a very different picture with normally excellent patient feedback so we would regard this as an isolated incident. It is also worth noting that the receptionist working that day is not part of our regular Fleet Hospital team''

Should you wish to discuss this further, please do not hesitate to contact me directly on 01590663000.

Kind regards

Ben Prior

Complaints and PALS Officer

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful