Care Opinion

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Posted By diddle doddle

"No response"

About: Crosshouse Hospital / Ophthalmology

(as a parent/guardian),

I arrived with my grand daughter at Blue Waiting area for an appointment to see the Optician. No one was at the reception desk. Another member of staff came over from Green Area. I said hello but there was no feed back. They took my appointment letter, processed it, then threw it in the bin without asking if I wished to keep it. Then they told me to sit until called.

The Optician was very good with my g/daughter, telling me on my way out to make an new appointment for November. I approached the regular Receptionist saying hello and asking to make an appointment, Again, I got no response, and then was given a date and time to attend.  I thanked them and said good bye, but they didn't reply. 

So my experience of your Reception staff is one of disappointment. The impression given is one of total disregard for dignity and respect. In the private sector, staff are trained to be polite but in the NHS they appear not to bother. Please tell your staff that they will be expected to be polite to people. 

I'm not impressed with the training in C/Hospital when it comes to courtesy and good manners. 

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 05/09/2018 at 13:51
Published on Care Opinion at 15:56

picture of Eunice Goodwin

Dear diddle doddle,

I am disappointed to hear that you were not met with the respect and a smile and a cheery welcome. We have customer care training and customer care commitments (CCC) in NHS Ayrshire and Arran. Part of those commitments outlines how we are expected to meet and greet people. It is clear these commitments were not met at your visit and I am very sorry.

No-one wants to attend a hospital for any reason and a wee smile and hello goes such a long way to make people feel welcome and at ease.

Thank you for taking tome to highlight this to us. I will pass this post to the appropriate management and this will be flagged to all the reception staff as a reminder of our customer care commitments. Suffice to say, these members of staff would not have passed our regular CCC audit.

A small compensation, but I am glad that the optician was good with your grand daughter.

Best wishes,

Eunice

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Update posted by diddle doddle (a parent/guardian)

Thanks for your kind comments Eunice. I reckon the staff I encountered have lost interest in their job; it feels like fed-up and just wanting to get home. A little bit of decency goes a long way to make a person welcome. Next time, perhaps I'll just be as indifferent as them, although it's not in my nature.

Diddle Doddle

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 13/09/2018 at 09:15
Published on Care Opinion at 13:52

picture of Eunice Goodwin

Dear Diddle Doddle,

You are most welcome and all true. The manager for this area would be very interested to follow this up and they asked if you could kindly contact us with some details so we can do so. It will help us to address the issue you raised if you could email me with your grand daughter's name, address and date of birth to eunice.goodwin@aapct.scot.nhs.uk and quote 580215.

Thank you again for taking the time to share this on Care Opinion, it is one of the ways we use to improve our service.

best wishes,

Eunice

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