I am a great supporter of the National Health Service in the UK. My experiences have been almost entirely positive with dedicated staff making real efforts to look after patients, sometimes in very difficult circumstances. Did you notice the qualifier ‘almost’? Just a few days ago I was on the receiving end of some laughably poor customer service at a large specialist teaching hospital.
There was an inauspicious start when several months before a visit to the A&E department had resulted in being sent away because there was no-one available to deal with the situation, then there were the attempts to get an appointment, letters from my doctor, long waits etc…..
Arriving at the appropriate clinic on the appointed day and on time I approached the reception desk brandishing my appointment letter. There were three people behind the desk. One of them was talking with another member of staff and the other two were looking at paperwork. One of these two – the closest to where I stood- looked up at me and then went back to her paperwork. Eventually after waiting over a minute the nearest receptionist acknowledged that I existed and took the piece of paper out of my hand. It turns out that the appointment was not on today’s list, although it showed up on the computer. The off-hand manner of the receptionist suggested that this might be my fault and rather set the tone.
I was told to sit down and wait and when I asked how long it was likely to be she said she couldn’t say. Could she give me any idea at all? No. But at least I was now in the pile for today. Several minutes passed and I then heard the same receptionist tell another patient that the clinic was running an hour behind so expect a delay.
I was able to observe the system. There were three or four consulting rooms that had various doctors or nurses coming and going from them. Occasionally someone called a name and a member of the congregation made their way toward the caller. Most of the time by the time the patient had reached the spot where the name caller was last seen all trace had vanished and the patient was left to wander in an uncertain manner down a corridor looking for someone who might have called their name. One poor chap thought his name had been called twice only to be rebuffed on both occasions when it was recognised to be a similar sounding name when inarticulately called.
The reception staff appeared to be in one mind about how patients should be treated- with disdain and without any hint of humanity. It felt as if we patients were just the widgets on the conveyor belt of the clinic.
Suddenly someone called a name that could be mine! Was it? Is this it? Shall I jump up and run toward the voice before it’s owner scurries away? I rise and smile at the source of the voice and a nurse stares back without a smile – ‘this way’ and turns on her heels marching double time down the corridor.
In a small consulting room the nurse is grim faced. ‘Sit here, look through this what can you see?’ I paused – ‘nothing I have no central vision in this eye’. I felt the nurse sag as she said ‘Which line can you read on the chart?’ I gulped, knowing I was going to give the wrong answer ‘I can’s see the chart I have no central vision in this eye’ ‘What, nothing?’ ‘Only if I move my head from side to side’. I felt as if the nurse was shaking her head in dispair ‘ Put the flap over with pin holes in’ I slid a pierced cover over the viewer ‘What can you see?’ ‘Nothing I have no central vision in this eye’ I wanted to giggle at this point but felt it would probably result in the thumbscrews being attached. ‘Ok other eye. What lines can you read on the chart?’ I proudly read down several lines hoping that I could assuage the nurse with my good behaviour. No reaction. ‘Sit here’ she pointed to a chair against the wall of the small room. ‘I will put some drops in your eyes. Head back’ She reached over with the dropper. ‘Further back, more, more’ My head made contact with the wall with a ringing thud. This time I couldn’t help but giggle. Disapproving looks from nursey. Eventually after being threatened with having to have more drops if I didn’t stop blinking my eyes raneth over and I was dismissed. ‘Go back and wait’
After about half an hour while the drops dilated my eyes so that the pupils were the size of dinner plates a young doctor called my name and I was ushered in to see the Consultant who made up for all the Keystone Coppery of the reception staff and nurse with his straightforward, matter of fact manner and his willingness to listen as well as talk.
Happy that all was in order he said that ‘seen as I was here let’s have some images of the eyes. We’ll do it today to save you coming back.’ He filled in the paperwork and sent me out to reception brandshing the papers. The consultant had clearly said there were two sets of images required today. ‘Oh I don’t think we can do that today’ the receptionist shook her head. ‘You’ll have to make another appointment’ ‘But the consultant just said it had to be today’ I bravely countered. The receptionist half shrugged and wrote something on one of the pieces of paper. There were half whispered comments between the three stooges and suddenly in a Mr Ben-like moment a young girl appeared at my side and asked if I would follow her please. She brandished a big smile and was happy to make polite conversation during the short march to the imaging unit. Handing in the file the young girl behind the desk here was also smiley and explained that although there was a big pile of files I shouldn’t worry as they were for different clinics and there was only one patient before me. Within a few minutes my name was called and I was led into a technical suite where the technician taking the images had a brilliant manner and explained what he was doing, what it was for and what would happen next. In the conversation I mentioned that there were two different images required by the consultant. The technician checked the paperwork and found only one request. I mentioned that the consultant had handed me three pieces of paper which i had given into the main clinic reception. That was no problem I was told. If I would care to wait in the waiting room again he would be back in a few minutes. He re-appeared again and beckoned me over into a different room with different piece of equipment. The technician explained that he had gone back to the main reception who had claimed on knowledge of the missing piece of paper, but he had therefore been to see the consultant and who had immediately filled out a new request form. The images were duly taken and I was free to go.
I came away with a terrible feeling of having had a bad experience, but when I recount the story it turns out that two elements of the visit were poor, but two others were excellent. Funny how bad experiences can overshadow good parts.
I can only surmise that the reception and administration staff have a management system that doesn’t value patients and sees them as being a necessary evil rather than people.
Thinks…I have just the customer care training package for them……….
