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Uncaring and unprofessional

Posted By coordinationpy43

"Uncaring and unprofessional"

About: Camborne Redruth Community Hospital / Outpatients Royal Cornwall Hospital (Treliske) / Emergency Department

(as the patient),

I had to go to Barncoose Hospital Outpatients as directed by 111. There I was assessed by a doctor who arranged an emergency CT scan as he was concerned I had  DVT. He said to go into the ED department and he gave me a reference number so I did not have to wait as it was a urgent case.

On arrival I want to reception and explained this to a receptionist. I felt their manner was very uncaring, rude and unprofessional and that they were not interested about what was arranged. They said I would have to wait. The doctor had to make several calls to push this scan through when he was very busy and could have seen other patients. The whole experience made me feel very unwell.

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Responses

Response from Zoe Locke, Head of Patient Experience / Carers Lead, Cornwall Partnership NHS Foundation Trust 6 months ago
Zoe Locke
Head of Patient Experience / Carers Lead,
Cornwall Partnership NHS Foundation Trust

Submitted on 30/12/2024 at 12:02
Published on Care Opinion at 12:02

Thank you for taking the time to share your experience. I am sorry to hear you had a negative experience at Treliske. Our team reviews feedback for the community hospitals and I am pleased to hear you were happy with the care at Camborne and Redruth Hospital. I will share your feedback with the team who will be happy to hear your feedback.

I will share your experience at Treliske with the Patient Experience Team at Treliske. If you would like to discuss this in more detail please do email our team and we will ensure we forward your email to the patient experience team at Treliske.

Our email is cft.patientexperience@nhs.net.

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Response from Megan Nicholls, Patient Engagement Manager, Patient and Family Experience Team, Royal Cornwall Hospitals NHS Trust 6 months ago
Megan Nicholls
Patient Engagement Manager, Patient and Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 30/12/2024 at 14:24
Published on Care Opinion at 14:24

Dear coordinationpy43

Thank you for taking the time to share your story with us. I'm sorry to read that you had such a negative experience.

I was saddened to read that the receptionist was uncaring, rude and unprofessional. This isn't the kind of behaviour you would hope to experience when visiting the Emergency Department.

As Zoe mentioned above, please do get in touch if you would like to raise your experience as a complaint. If you would like to contact the team directly at RCHT, please do so via email rcht.patientexperience@nhs.net or via the phone 01872 252 793. The phone lines are open 10 - 4 Monday to Friday but there is an answerphone facility outside of these hours and a complaints officer will return your call.

Thank you, again, for taking the time to share your story with us. I do hope you're recovering well.

Best wishes

Megan

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Response from Robyn Jones, Sister, Emergency Department, Royal Cornwall Hospitals NHS Trust 6 months ago
Robyn Jones
Sister, Emergency Department,
Royal Cornwall Hospitals NHS Trust

I work in the Emergency Department as a Sister. I support a team of nurses and doctors in delivering emergency care. I co-manage performance and conduct with the ED senior team in line with local and national policies. I believe that maintaining contact post attendance with our services users is really beneficial. Gaining your valuable feedback can help us create changes so we can deliver the best service we can.

Submitted on 02/01/2025 at 13:26
Published on Care Opinion at 13:26

picture of Robyn Jones

Dear Coordinationpy43

I am so sorry to hear about your experience by the receptionist on your arrival to ED. I have shared your experience with their manager who will act upon it accordingly.

I have not heard of a reference system being used between MIU's and ED before. It may have been for the imaging request. When a patient books into ED they join the queue of patients according to how unwell they are which is categorised by the triage nurse. The imaging and their wait list is completed through a different department. I am glad the ED Dr was able chase it for you and hopefully obtain the results following. It correct that you were on ED's list as well, as your results would need to have been check by an ED Dr in case you needed ay treatment. Please do not feel it was a waste of the Dr's time.

If you'd like to talk to anyone about this experience further or have any more information that we could take to the receptionist in question for reflection and learning, we would be willing to help. Please contact the patient experience team.

I hope you are feeling better now.

Kind regards

Robyn Jones

Sister

Emergency Department

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