"Unhelpful admin staff"

Feedback for Clerk staff who work at the physiotherapy outpatient department in POWH, level 1 near high st entrance

I've attended the physiotherapy department for nearly five months post operative and have consistently observed areas for improvement in staff-patient interactions. As a hospital staff member, I'm concerned about the experiences of patients, families, and loved ones.

Specifically, I've noticed:

- When patients approach the desk for direction or assistance with rescheduling/cancellations, the responses can come across as dismissive and unhelpful.

- I feel patients are often redirected to enquiry without empathy or understanding.

Additionally, I've experienced difficulties with phone communication:

- The phone often goes unanswered, requiring multiple voicemails to be left.

- I've witnessed the admin team ignoring ringing phones while attending to other tasks, which can be frustrating for patients and families trying to reach them. If these call are not the responsibility of the admin perhaps they can  be muted as to patients and visitors it appears that they are simply ignoring the calls. 

This has been disappointing to witness. Hopefully the hospital can provide the admin staff in the department with training support in communication and empathy.