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Ignoring everything going on around them

Posted By Annoyedoutpatient

"Ignoring everything going on around them"

About: Outpatients Services / Level 9 Critical Care

(as a service user),

Was attending the RVH for an outpatients appointment and I have to say, unprofessional isn't the word. 

I attended the Royal and went to reception to check where level 9b outpatients was as I have never attended the RVH for an appointment. What I saw shocked me. I seen a staff member talking inappropriately to another staff member at the desk. Conversations that should not be had! They where both chatting and using their phones, not even acknowledging that I was there. 

I went to my appointment and can I say, the staff were amazing, from doctors to health care workers. I left feeling a bit better but then passed the main reception again to witness the same staff member watching TV, again ignoring everything going on around them. There where patients who looked lost and other outside smoking; very unimpressed.

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Responses

Response from Clare Lundy, Co-Director, Imaging, Medical Physics and Outpatient Services, Belfast HSC Trust last month
Clare Lundy
Co-Director, Imaging, Medical Physics and Outpatient Services,
Belfast HSC Trust

Submitted on 19/03/2025 at 09:49
Published on Care Opinion at 10:22

Dear Service User

I am so disappointed to hear of your experience whilst attending Level 9B in the Outpatients Department of the Royal Victoria Hospital.

I would like to reassure you that I will be investigating this incident in the hope that other patients do not experience the same unsatisfactory behaviour.

I will attend the Outpatients Department today myself to talk to staff.

All staff will be reminded of their responsibility to be professional and courteous at all times. Hopefully you will not experience this type of incident again.

Thank you for bringing this to my attention. I would be happy for you to contact me directly, should you wish to discuss this further.

Kind Regards

Clare

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

Update posted by Annoyedoutpatient (a service user)

Dear Clare

Apologies if I wasn't clear, the issues were not with 9b outpatients but the main reception in RVH at the front doors.

It was here that the experience was poor.

When I managed to find 9b the staff where incredible.

Response from Clare Lundy, Co-Director, Imaging, Medical Physics and Outpatient Services, Belfast HSC Trust last month
Clare Lundy
Co-Director, Imaging, Medical Physics and Outpatient Services,
Belfast HSC Trust

Submitted on 19/03/2025 at 13:39
Published on Care Opinion at 13:39

Thank you so much for this clarification. Very much appreciated. I will share your concerns with the Manager for this area of the Trust.

However, irrespective of this, all staff must always behave in a professional manner no matter what area of the Hospital that they work in.

I am really sorry that you had this experience and hope that if you ever have a need to walk through this reception area again you will notice improvements.

Best Wishes

Clare

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Response from Louise Macdonald, Interim Senior Nurse Manger Patient Experience and Governance, Central Nursing, Belfast Health and Social Care Trust last month
Louise Macdonald
Interim Senior Nurse Manger Patient Experience and Governance, Central Nursing,
Belfast Health and Social Care Trust

Senior Nurse manager for Patient Client Experience Teams , including Volunteer service, Chaplaincy, Bereavement Service and Patient Client Experience Team.

Submitted on 24/03/2025 at 17:28
Published on Care Opinion on 25/03/2025 at 10:34

Dear Service User,

My name is Louise Macdonald and I am currently the Senior Nurse Manager in the Trust with responsibility for the Front of House team in the Royal Victoria Hospital.

I want to offer an apology to you for what you have experienced from the staff at main reception. This has fallen short of what I would expect from staff within my team and I can assure you that I will follow this up.

I would be grateful if you could contact me on louise.macdonald@belfasttrust.hscni.net so we can discuss further.

Thank you so much for taking the time to leave your feedback.

Regards

Louise

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Update posted by Annoyedoutpatient (a service user)

Hi Louise

I appreciate the offer although Care Opinion is about anonymous feedback and I believe that I have given enough information in my original story.

I understand the need to want to engage with me but using this way of giving feedback gave me the opportunity to be open in a safe way. I just want my feedback to ensure that this behaviour of the staff at the main reception is improved and that staff won't ignore service users or be distracted by their phones while we are waiting.

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