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Poor service at reception

Posted By januaryhq49

"Poor service at reception"

About: Sale Hospital

(as the patient),

I was trying to pay for the Birthing Education class and waiting behind a staff member that was talking to the receptionist. They did look busy, but didn't even acknowledge I was there until a few minutes later. Then when they asked, and I told them I needed to pay, they said they were too busy and to come back later. I feel this is pretty poor customer service.  

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Responses

Response from Rebecca Gunning, Manager Executive Services, Central Gippsland Health 4 years ago
Rebecca Gunning
Manager Executive Services,
Central Gippsland Health

Submitted on 8/07/2019 at 5:35 PM
Published on Care Opinion on 9/07/2019 at 9:04 AM

picture of Rebecca Gunning

Dear Poor customer service

Please accept my thanks for taking the time to share your story and my apology for the way we let you down on this occasion.

I am disappointed to learn of your experience and that we fell short of the excellent service we endeavour to provide every person who enters our health service.

Our approach to feedback at Central Gippsland Health, both positive and negative, is to make every experience count by acknowledging each consumer’s story and, in response, actively seeking ways to improve our service.

We are committed to listening, responding and improving and I assure you that your story has been heard and will have a positive impact on our customer service moving forward. It is important to us that your feedback informs and shapes how we will look after you and other clients, next time.

I will present your feedback to our reception staff at our next team meeting. Your story is an important reminder of how our behaviour can be perceived by others and we will do everything we can to make sure this doesn’t happen again.

Once again, I apologise for our failure to serve you well and thank you for providing valuable insight into our service from the consumer’s perspective which has enabled us to learn from your experience.

If you would like to discuss this matter any further, please don’t hesitate to contact me at Rebecca.gunning@cghs.com.au or (03) 5143 8319.

Kind Regards,

Rebecca

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