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Unfriendly and unhelpful reception staff

Posted By Mum82

"Unfriendly and unhelpful reception staff"

About: Crosshouse Hospital / Accident & Emergency

(as a parent/guardian),

I attended a&e as my son had been admitted without me and was met with a very unfriendly and unhelpful staff member on a&e reception. In times of stress and uncertainty it was not the attitude that was expected or welcomed. 

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Responses

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 11 months ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 28/05/2024 at 10:17
Published on Care Opinion at 10:17

picture of Pamela Gibson

Dear Mum82

With apologies for the delay in responding, I would like to thank you for taking the time to share your care experience with us via Care Opinion.

I was very sorry to read that you were met by an unhelpful and unfriendly receptionist when you attended the Emergency Department with your son. Please be assured that this is not the person-centred care that we aim for.

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

I have shared your feedback with the Department Team and asked that your comments be shared with the reception staff so they may reflect on how they could improve the experience for other patients attending the Department.

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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