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Staff response and service

Posted By Disappointed servicd user

"Staff response and service"

About: Royal Victoria Hospital / Radiology

(as a relative),

I lost my uncle to cancer.  He had a hospital appointment at X-ray in RVH and knowing that the health service is under pressure I rang up despite dealing with grief to cancel appointment.  

Was transferred from appointments to X-ray and explained about his passing and wanted let them know that he wouldn’t be at appt. The staff member simply said ok will put message on system.  No compassion or thanks for letting them know!

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Responses

Response from Grainne Harte, Governance & Quality Lead, Imaging Service, Belfast Health and Social Care Trust 2 weeks ago
We are preparing to make a change
Grainne Harte
Governance & Quality Lead, Imaging Service,
Belfast Health and Social Care Trust

Submitted on 17/04/2024 at 23:47
Published on Care Opinion on 18/04/2024 at 07:58

Dear Disappointed servicd user,

My name is Grainne Harte and I am the Governance & Quality Lead for the Imaging service in Belfast Trust.

Please accept my sincere condolences on the passing of your uncle.

I appreciate that it must have been difficult receiving an appointment letter for your uncle after he had passed away. It was very considerate of you to contact the X-ray department to cancel the appointment, and I thank you for taking the time, and effort to do so, enabling another service user to avail of the appointment. I am sorry that the member of staff you spoke with did not show any compassion during your phone call. I will share your experience with our team, to ensure that we provide a more person-centred approach in future.

Thank you for also taking the time to tell us of your experience which gives us the opportunity to learn from it. This feedback is really valuable to our improving our service.

Take care,

Grainne

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