"The service is generally getting ..."

About: King George Hospital

(as the patient),

What I liked

The service is generally getting better but there is still a lot of work that needs to be done. Most of the layout and approach to the work seems to be designed around the needs of the NHS staff rather than the patients. I use the blood test service regularly and am shocked by the attitude of most of the staff within this hospital. I' ve overheard one member of staff state" the patients are invisible" to her husband when they were chatting in a public waiting area.

What could be improved

Take a real look at the way patients are treated i.e. they are not numbers or cattle to be herded around. Have well furnished waiting areas that are appropriate to the needs of the set of patients that are using that service.

MAKE all staff go in customer service courses so that receptionists are polite and handle enquiries "outside of their dept" politely and helpfully. Look at signage to ensure that patients dont make mistakes in asking the wrong person (ask receptionist in one dept about how to get to some other dept and you get a very rude approach - its more than their job is worth)

Story from NHS Choices

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