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Care Opinion

Unprofessional staff member

Posted By unhappy lanarkshire patient

"Unprofessional staff member"

About: University Hospital Monklands

(as a service user),

There have been several incidents at the diabetes centre regarding a member of staff using inappropriate and aggressive language. I was spoken to in a very derogatory manner, sworn at and humiliated.

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Responses

Response from Ruth Thompson, Chief of Nursing Services, Monklands Hospital, NHS Lanarkshire 6 years ago
Ruth Thompson
Chief of Nursing Services, Monklands Hospital,
NHS Lanarkshire

Submitted on 31/07/2017 at 08:52
Published on Care Opinion at 08:57

picture of Ruth Thompson

Dear Unhappy Lanarkshire Patient

Thank you for taking the time to share your experience which has clearly not been a positive one and is not the standard of care we aspire to deliver to our patients.

In order for your care to be investigated, I would be very grateful if you would contact Melanie MacLean, Patient Affairs Manager on 01236 713065.

Kind Regards

Ruth

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Update posted by unhappy lanarkshire patient (a service user)

I did make contact a month ago and felt it was a complete waste of time. My complaint was passed to another member of staff who I thought was unhelpful and unprofessional. To date my complaint has gone uninvestigated as far as I am concerned. My calls have not been answered or calls or emails returned.

Response from Ruth Thompson, Chief of Nursing Services, Monklands Hospital, NHS Lanarkshire 6 years ago
Ruth Thompson
Chief of Nursing Services, Monklands Hospital,
NHS Lanarkshire

Submitted on 01/08/2017 at 11:46
Published on Care Opinion at 16:10

picture of Ruth Thompson

Dear Unhappy Lanarkshire Patient,

I’m disappointed to hear that you feel let down by the system having already provided feedback or made a complaint.

I’m concerned by the feedback you have shared and would like to assure you that we use all feedback for learning and all formal complaints are investigated fully.

If you have made a complaint about the Diabetes Service and are waiting to hear back from us, Laura Jack our Patient Affairs Manager would be your best point of contact for an update on Tel No: 01698 858321.

You can also find out more information about what to expect after providing feedback, or making a complaint via the NHS Lanarkshire website www.nhslanarkshire.org.uk There’s also information about the Patient Advisory and Support Service who provide free and confidential advice if you need assistance to contact us.

Kind regards

Ruth

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