"Reception could have been more welcoming"

About: The Princess Royal Hospital (Telford)

(as the patient),

I found the main reception at Princess Royal Hospital could have been more welcoming. I said good morning. All she did was take my letter and explain where to go.

On therapy reception, very pleasant and welcoming smile. My therapist was pleasant and welcoming and excellent. Explanation of what she was doing. I was always told first impressions make you relaxed and I did not find this at your hospital.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››


Response from Lesley Anne Jones, Patient Advice and Liaison Officer, Shrewsbury and Telford Hospital NHS Trust

Thank you for taking the time to provide feedback about your care and treatment at The Shrewsbury and Telford Hospital.

Our aim is to provide the highest standards of care for every patient, every time, and we are very sorry to hear your concerns about the care you received. Your comments have been sent to the Clinical Manager for the department concerned.

Unfortunately the Patient Opinion website does not share your contact details with the Trust, so we would encourage you to contact us so that we can look into the issues that you have raised in more detail.

The easiest way to do this is by calling our Patient Advice and Liaison Service (PALS) on 01952 282888 or visiting their office in the Main Entrance.

They aim to: provide advice and support to patients, their families and carers; listen to your concerns, suggestions or queries; and, help sort out problems quickly on your behalf. If you wish to make a formal complaint then the PALS service will be able to provide you with more information about how to do this. You can also find out more on the Trust website at www.sath.nhs.uk/patient_information/complaints.asp.

Thank you once again for taking the time and trouble to provide feedback via the Patient Opinion website. We look forward to hearing from you so that we can look into the issues you have raised in more detail.

Mrs L. A. Jones

Patient Advice and Liaison Officer

Princess Royal Hospital


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

Response from The Princess Royal Hospital

I am very sorry that your experience was not more welcoming at main reception. We are developing new customer service training, based on the two core principles: put yourself in the patient's shoes; treat others as you would wish to be treated yourself. It is a privilege to be providing care to others and through this programme we aim to remind everyone that every day we owe our jobs and our livelihoods to the people we are here to serve.

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

Updates, changes and questions related to this story