Care Opinion

Text size

Theme

Language

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

Made to feel like an inconvenience

Posted By Clare88

"Made to feel like an inconvenience"

About: Leith Community Treatment Centre / Radiology

(as a service user),

Unfortunately just off the phone to someone who didn't even introduce themselves who was trying to reschedule an appt for me. They came across very rude, making things seem very difficult. I was made to feel like an inconvenience. As someone who works as a professional in healthcare I do not believe they are upholding NHS Lothian values. Quite disappointed.

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

Responses

Response from Mariska Vernon-Stroud, Patient Experience Team Lead, Patient Experience Team, NHS Lothian 2 weeks 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 12/11/2025 at 10:07
Published on Care Opinion at 10:07

Dear Clare88,

Thank you for taking the time to share your story on Care Opinion. I’m really sorry to hear about your experience when you called to reschedule your appointment, and that a member of our staff was rude and made you feel like an inconvenience. That’s certainly not the experience we want anyone to have, especially when we know that seeking medical care can already be a worrying time.

I’ll be sharing your feedback with the service so we can learn from it and look at how we can make sure everyone who calls feels treated with kindness, care, and understanding.

Kind regards,
Mariska

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Mariska Vernon-Stroud, Patient Experience Team Lead, Patient Experience Team, NHS Lothian 2 weeks 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 13/11/2025 at 12:32
Published on Care Opinion at 12:32

Dear Clare88,

I wanted to further update you following my previous response.

I forwarded your story onto the Radiology service. The administration manager wanted to pass on their apologies for your experience. Your story has been emailed to all supervisors and team leaders for their awareness. This will be shared with staff to remind them of service expectation and the importance of introducing themselves and maintaining a courteous, helpful approach during all patient interactions.

Thank you once again for sharing your experience.

Kind regards,

Mariska

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