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Staff not listening

Posted By Jul77

"Staff not listening"

About: Western General Hospital / General Medicine

(as a service user),

I always have issues with my veins and being in hospital and having blood taken daily made this even worse. I had a visit from someone from HAN who was asked to take blood. I told them they weren't using my left hand and there was a canula in my right. They told me they could use either arm but they didn't seem interested.  They kept looking at my hand, only glanced at my left arm and never looked at my right one. They stood there telling me how good they were and didn't seem interested in how I was feeling.  I felt like they were bullying me into letting me do what they wanted. 

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Responses

Response from Claire Palmer, Associate Nurse Director, Western General Hospital, NHS Lothian 4 months ago
Claire Palmer
Associate Nurse Director, Western General Hospital,
NHS Lothian

Submitted on 27/01/2025 at 15:36
Published on Care Opinion at 15:37

Dear Jul77,

I am really sorry that this was your experience, this is the not the person centred care we strive to deliver. And I am sorry that you felt that you were not listened to and that this left you feeling bullied.

If you felt able to reach out to our Patient Experience team we would be happy to look into this and speak to the staff involved. Otherwise we will share your experience for reflection and learning, reminding staff of the importance of listening and responding appropriately to concerns raised.

Kind regards

Claire

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Response from Mariska Vernon-Stroud, Patient Experience Team Lead, Patient Experience Team, NHS Lothian 4 months ago
Mariska Vernon-Stroud
Patient Experience Team Lead, Patient Experience Team,
NHS Lothian

I gather feedback from patients to recognise good practise and supporting improving services in NHS Lothian.

Submitted on 27/01/2025 at 16:18
Published on Care Opinion at 16:18

Dear Jul77,

Following on from Claire's post, if you wish to reach out to the Patient Experience Team, the team can be contacted by telephone on 0131 536 3370 (Mon-Fri, 9-2pm) or by email on LOTH.feedback@nhs.scot

Best wishes,

Mariska

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