"Poor appointment management/Reception of patient..."
About: Lister Hospital Lister Hospital Stevenage SG1 4AB
Posted by Anonymous
What I liked
What could be improved
Concerning the appointment for check up on a fractured shoulder: the appointment was written on a card but not actually put into the system. As a result, had to wait 2 hours to be seen to. Told I was to be "fit in" to someone's schedule - not a considerate approach. (The receptionist in question: very few people skills when dealing with any patient concerns e.g "I don't know!", "Calm down!")
When trying to get any information, was repeatedly told "you'll have to wait". Always had to ask for updates, no effort made at all to keep me informed.
Basically treated like they were doing me a favour. Since it was A&E's mistake not to book an actual appointment (surely the most basic of tasks for a receptionist), effort should have been made to make prompt assurances, negotiations with the doctor to find a slot nearest to the assumed appointment time (10.45am) and at the very least, an apology. None were forthcoming, just my notes thrown onto someone's desk.
Train your receptionists in the remit of people skills. Many patients are rude and insufferable, that is true, but most are not. Basic skills in assuaging fears or irritations over mismanagement would do a lot in improving care, at the most base level: reassurance