"An unwelcome welcome at Ormskirk"

About: Ormskirk & District General Hospital / Ophthalmology

(as a relative),

Last Monday I went with my husband to have his cataracts done at Ormskirk hospital, at the day unit there. As we walked into the reception area, and started to approach the desk, the secretary behind the desk shouted 'name' at us. We were still several feet from the desk, and for a moment thought she must be talking on the phone. But no, she was speaking to us. There was no greeting or polite welcome for us. We would have liked eye contact and a nice welcome, not such rudeness. I was a medical secretary for almost 20 years, so I know how people should be welcomed. This was such a disappointing start. Nobody wants to go to hospital, and it helps so much to have nice people when you arrive. The rest of his care was superb. The doctors and nurses were all excellent and his treatment was second to none. It honestly couldn't have been better. So please don't start such good care with such a rude welcome.
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Response from Matthew King

Dear Kindnessfirst,

I would like to extend an apology on behalf of the department if a staff member’s manner came across as anything other than courteous, as this was never their intention.

All staff are aware of the importance of showing courtesy and respect to all and do attend Customer Care training provided by this Trust. However, I will ensure a reminder is given to the clerical staff concerned.

I am delighted to hear that your husband received care and treatment second to none and I will certainly pass on these comments. I hope he continues his recovery.

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