Share review of Queen Alexandra Hospital

Queen Alexandra Hospital 2018-10-23 Person 3 5 0

I had an appointment with ENT 22/10/2018 in the afternoon. I have not completed two of the starred choices above because of the variety of staff responses to my presence. The medical staff were above criticism; attentive, explicit, and comprehensive towards the end of what had probably been a long day. However, on arrival in the main foyer the screen on the check-in computer was unreadable due to the sun shining directly on it. I mentioned to the attendant volunteer who assisted me that some sort of shade/screen would be sensible in these conditions. He replied that he could not but agree; they (the volunteers) had been asking for one for FIVE YEARS. I proceeded to ENT arriving in good time for my appointment and stood waiting at the reception desk. The obvious chair was empty and the second chair was occupied by someone filling envelopes with what appeared to be appointment letters. She looked at me and then carried on filling. I was a little surprised that there was no other reaction. After about 5 minutes the occupant of the empty chair returned and apologised for being away. I queried as to why the other person could not have dealt with me and was told that she was a trainee. I suggested, and I put to you, that she should have been instructed that if the other was away she should explain that the receptionist would be back soon but being a trainee she couldn't deal with patient queries. To have one's presence recognised and then be ignored is very bad PR and is so easily corrected. For the less robust it could be very down casting, particularly as a further quick query would have established that all I needed to be told was to sit in the waiting room behind me and watch the screen until my call number came up. I got the impression that she had been given a blanket instruction "not to speak to any patients" which presumably will be one of her major functions when trained and is therefore somewhat of a downer for the trainee and inculcates a negative attitude towards patients for the future. More careful briefing of the staff monitoring trainees is indicated.