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They did not introduce themselves

Posted By wal123

"They did not introduce themselves"

About: Forth Valley Royal Hospital / Ophthalmology

(as the patient),

No complaint about nurses and technicians. As usual, they introduced themselves and were pleasant and efficient. Eventually seeing doctor, they were brusque and made no allowance for my hearing problem and the fact I am still recovering!

I do not know their name as they did not introduce themselves. They need to work on their skills.

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Responses

Response from Pauline Donnelly, Person Centred Manager, Department of Nursing, NHS Forth Valley 6 years ago
Pauline Donnelly
Person Centred Manager, Department of Nursing,
NHS Forth Valley

Submitted on 16/01/2018 at 11:49
Published on Care Opinion at 23:59

picture of Pauline Donnelly

Dear wal123

First of all please accept my apologies for the delay in responding to your posting. I really appreciate you taking the time to get in touch, its really important that we hear from our patients about their experiences.

Its great to hear that your visit was fast and efficient, however I was concerned to learn that the doctor did not introduce themselves and their manner was brusque, this is not how we expect out patients to be treated.

I wanted to let you know that I am doing some work t in the next couple of weeks about first impressions and communication, where I will share your feedback with the full team and will be using your feedback in the training, it is really important that our staff learn and understand the impact their behaviour can and does have on our patients.

Again thank you for taking the time to get in touch. I will keep you posted as to how the training went and what the staff thought and felt about your feedback.

Kindest regards

Pauline Marland

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