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"Poor attitude from staff member"

About: Crosshouse Hospital / Xrays & Scans

(as a staff member posting for a patient/service user),

I attended the CT scan department with a patient who was on oxygen. The oxygen cylinder didn’t have a cradle to attach to the wheelchair so I had to carry it.

When we arrived at the CT department, the porter offered to park the patients wheelchair next to the seats outside the scanner so that I could sit with the patient and put the cylinder down. We sat there for maybe a minute before a staff member came out of the MRI room and asked us to move, stating that those seats were for their patients. Nowhere on the seats is there a sign to indicate it is for the use of the MRI department only. In fact, a patient had only just gone into the scanner so there was no rush to use their seats again.

They brought the next patient from the waiting room, asked them a few questions and sent them back again - so where was the rush? Surely it could’ve waited for a couple of minutes until we went into CT?

My patient commented that it was totally unnecessary, rude and felt like a power trip from the MRI staff member. I felt I had to apologise on her behalf even though I did agree with my patient. 

If these chairs are indeed to be used by the MRI team only, perhaps they could have signs on them? And if they are for anyone to use, could this please be reiterated to the MRI staff member? This staff member came across very unprofessionally and it did not go unnoticed by my patient. 

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Responses

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 2 weeks ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 09/04/2024 at 10:00
Published on Care Opinion at 10:00


picture of Pamela Gibson

Dear Patient's Advocate

Thank you for taking the time to share your recent experience within the Radiology Department at University Hospital Crosshouse.

I am very sorry to read about you and your patient’s poor experience whilst you were in the Department. Please be assured that this is not the person-centred care that we aim to provide.

Whilst we always aim to provide care that safe, caring and respectful, we do recognise that sometimes there is room for improvement and hearing of this directly from our patients or their representatives is one of the best ways for us to learn and improve.

Your feedback has been passed to the department team and I am grateful to you for flagging this up to us and for giving us the opportunity to reflect and learn for the situation you have described.

Please accept my best wishes and thank you once again for taking the time to acknowledge your care experience.

Kind regards

Pamela

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