"My experience of Gartnavel"

In January l visited Gartnavel Outpatient Eye Clinic for the first time.  I have been a patient at various other eye clinics for several years and under their care l had consistently professional, caring and welcoming experiences.  I never left these departments without feeling hugely grateful for all the care and professionalism of all the staff, l felt the entire experience had been necessary but as pleasant as they could make it.  Every staff member greeted me with a friendly smile, gave their name and explained the procedure, even though l have completed the tests many times.  

Unfortunately Gartnavel was a totally different experience.  My consultant is wonderful and l am very grateful to them, and for benefitting from their wonderful skills. Unfortunately the rest of my experience was depressing, as l describe...

Upon arrival l went to reception and waited a little way back from the counter whilst two staff member finished a conversation.  One had stopped speaking and looked at me, so l stepped forward, smiled and said hello and my appointment time. They didn't smile, or return my greeting, but just asked for my name and address then told me to go and sit in the waiting room.  

A short time later my name was called and l went into an open cubicle, a nurse was sitting there. There was no greeting, no smile, no explanation, simply told to sit down on the chair and use the screen to cover my eye.  They sat in silence for the duration if the test.  

I would like to know if the staff are aware how vital they are to us.  They keep us safe us, they heal and care for us. I am aware they often have to put up with long hours, insufficient pay, hugely difficult working conditions and at times disgraceful behaviour from the people they are trying to help.

But my experience at Gartnavel, whilst acknowledging all of the above, was hugely depressing and disappointing.  The experience left me feeling undervalued and very sad. 

Surely we should smile at the very least and greet one another when meeting.  A little encouragement whilst undergoing tests we may be nervous about would also be welcome. The experience was cold, clinical, disrespectful and lacked humanity. The waiting room was busy, as most are these days, but that should not be an excuse for this.

It's not just our physical health you are dealing with, it is also vitally important how we feel in your care. From entering a hospital we all, to some degree, feel vulnerable, so l needed to let you have the opportunity to know what my experience was.  Thank you.