Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Felt bad when receptionist asked me which language I prefer

Posted By Chery

"Felt bad when receptionist asked me which language I prefer"

About: Maternity care / Antenatal Clinic (Anderson House)

(as the patient),

Today, my partner and I showed my file to the clerk. She asked me which language I prefer, she didn’t look at me and wait for me to answer this and her other questions. My partner who is from here answered them. I understood it is just to update the system but she didn’t explain to me and this is not my first visit in this clinic. I was asked if I needed an interpreter. I wasn’t happy about this.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Claire Graham, Community Midwife Team Leader, Women & Children, WHSCT last month
Claire Graham
Community Midwife Team Leader, Women & Children,
WHSCT

Submitted on 16/05/2025 at 12:19
Published on Care Opinion at 12:19

Thank you Chery for bringing your concerns to our attention. I am sorry to here about your recent experience at Anderson House and appreciate the opportunity to respond.

You mentioned upon arrival you were asked about your preferred language by a receptionist who did not make eye contact with you. I understand how this could have felt impersonal or dismissive and I sincerely apologise for any upset this has caused.

I have shared your feedback with the team involved. I would like to acknowledge that we are currently transitioning to a new digital system known as Encompass. While the system will bring long term benefits for patient care, we recognise that the initial implementation has placed additional demands on our staff, including increased data entry requirements at the front desk. However, this should not detract from the quality of interaction patients receive and I am sorry this has contributed to your experience.

Thank you again for taking the time to share your concerns..

If you would like to discuss this further please do not hesitate to contact me directly.

Claire Graham

Community Midwife Team lead

07880105725

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k