"Doorway to Queens Hosptal"

About: Queen's Hospital (Romford)

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This Hospital has had poor reviews and I was worried if my decision to be referred here was the right one. I have no complaints about the Consultants I have seen who we're most polite and efficient. the administrators and secretaries I have personally spoken with also have been helpful. My real complaint is the rudeness and attitudes of the receptionists in all the Outpatient departments, They need training in customer service. When patient visit a hospital they are a worried and frightened of what is ahead of them, Receptionist should be at the minimum pleasant and prepared to give eye contact. The worst is in the X-ray department. They do not even look away from the computer just a hand is proffered to receive a form. As for the patient she might as well be invisible. once inside she department the radiograph ears and attendants are caring. In saying that the other outpatient receptionist are not much better. The government policy is that the health service is a business. But I fear that this hospital is let down by its first contact for patients in this hospital. Training in customer care should be a priority. Also I believe the staff should be smarter in their appearance we should be able to differentiate staff from patients. I think we should treat people with the respect we want delivered to ouselves

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Response from Queen's Hospital

Thank you for your feedback. I think you are absolutely correct that receptionists are often the first point of contact for patients in the hospital, and the way they welcome patients is really important in setting the tone for how you feel about your treatment here. We are working with other NHS organisations to look at how we can support our receptionists give patients a good welcome, making sure they make eye contact and deliver good customer care. Your feedback is very helpful in highlighting the experience of some of our patients. Yours sincerely Dorothy Hosein Chief Operating Officer

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

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