Queen Alexandra Hospital 2017-04-22 Person 3 5 0

For Haematology & Oncology: The Reception desk staff could do with some customer engagement re-training. The next person to present themselves may the thousand they have seen that day and they are tired. But for the patient it may be their first time, they may well be very anxious, nervous and worried. Each one needs to be treated as if this was the first person the receptionist has ever met and they aim to make a big impression. Also, if they say they are going to do something then it should be done. All too often it is found that a message or action has not been carried out - perhaps they were distracted, the other party did not answer their phone (another big issue everywhere), or they changed shift. For the Day Unit: They may see over 100 patients a day, but keeping the place need and tidy (look at the litter on the floor and over-flowing bins) is important. When one arrives and it looks shabby, one wonders how much care is being taken on other things. Also, the hospital advertises Wi-Fi with O2. Having tried and spoken to many, many patients and staff it is very clear this does not work and needs to be resolved as a priority. If the tax-payer is paying in any way they need to get their money back, and in any even the supplier should be changed. It does not work. It is clear that some nurses are very good and some not quite as good. It might be worth conducting some confidential surveys after a visit to identify which ones could do with some additional training. All that said, the overall care and compassion with everyone involved in Oncology is way better than in any other area, and overall people should be congratulated. It is only these others things that if attended to would add even more. Thank You.