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Unprofessional staff

Posted By cheetahff58

"Unprofessional staff"

About: Sale Hospital

(as a relative),

I approached front reception to ask about my parent. Staff member had their head in their mobile phone, seemingly completely checked out with no apparent interest in me. When I finally was helped by them they told me I was outside of visiting hours. I was only 15 minutes early and I felt they spoke so rudely.

I found them to be rude and much more interested in their phone. Perhaps your phone policy needs to be looked into. Not a great look in my opinion. Also, I think a bit more empathy would be great.

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Responses

Response from Rebecca Gunning, Manager Executive Services, Central Gippsland Health 2 weeks ago
Rebecca Gunning
Manager Executive Services,
Central Gippsland Health

Submitted on 2/01/2026 at 4:30 PM
Published on Care Opinion Australia on 5/01/2026 at 9:45 AM

picture of Rebecca Gunning

Dear cheetahff58

Thank you for taking the time to provide us with feedback about your recent experience when visiting our health service. We extend a sincere apology to you for making you feel that we had no interest in you, and that we were not empathetic towards you.

We will share your feedback with our reception team and commit to learning from your experience and making improvements in our service, particularly in relation to the use of mobile phones.

The reception team recently developed an Excellence Charter to define their commitment to excellence, which includes providing excellent customer service to all stakeholders on every occasion, in a kind and friendly manner. We are sorry that this was not your experience on this occasion.

We appreciate the opportunity to reflect and improve on the quality of customer service that we provide to every person visiting our health service.

If you wish to discuss the matter further, please don't hesitate to contact me at rebecca.gunning@cghs.com.au

Kind Regards

Rebecca

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