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Have a conversation, not a consultation

Posted By The Phantom Pharmacist

"Have a conversation, not a consultation"

About: Glasgow Royal Infirmary / Accident & Emergency

(as a service user),

I had reason to take my wee mum to GRI A&E majors at the weekend. 8 hours all in before being discharged, it was a busy weekend.

Staff looked after mum really well, she even got a couple of cups of tea which kept her happy. Stand out member of staff was Lorraine who actually had a conversation with mum.

I also work in the NHS, and seeing it as a patient and observer has opened my eyes to spot excellence in care. I have a mantra: have a conversation with patients, not a consultation. You'll get more out of patients and they'll feel listened to.

Todays NHS needs more Lorraines!

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 11 months ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 02/08/2024 at 09:45
Published on Care Opinion at 09:45

picture of Nicole McInally

Dear Phantom Pharmacist

I am sorry to hear that you had to take your mum to A&E and I hope she is feeling better. It is great to hear that your mum was so well looked after. Staff like Lorraine have such a positive impact on our patients. Your mantra of ‘have a conversation with patients, not a consultation’ is spot-on, listening and empathy are crucial in healthcare.

Please pass on my best wishes to your mum.

Take Care

Nicole

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by The Phantom Pharmacist (a service user)

And please pass on my sincere thanks to Lorraine, I didn't manage to see her before my mum was discharged

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