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Care Opinion

Westmarc waiting area

Posted By Legseleven

"Westmarc waiting area"

About: WestMARC (Lanarkshire)

(as a service user),

I had an appointment in Westmarc and arrived early. The person on reception spoke to me as if they resented the interruption and was far from welcoming. 

I then went to get a cup of tea and got served by the rudest person on the planet who complained I wanted to pay with a fiver as it meant giving me change! They then gave me my change in smash out of spite.
So before I even got to my leg appointment I had a terrible experience and just wanted to go home. It really spoils the good work the rest of the staff do when the ones you meet first are so rude to us patients.
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Responses

Response from Heather Richardson, Interim General Manager, Emergency & Acute Medicine, NHS Greater Glasgow & Clyde 5 years ago
Heather Richardson
Interim General Manager, Emergency & Acute Medicine,
NHS Greater Glasgow & Clyde

Submitted on 28/05/2018 at 10:13
Published on Care Opinion at 15:56

Dear Legseleven,

Thank you for taking the time to post your story on Care Opinion.

Firstly WestMARC pride itself on providing a Patient centred service by building relationships with Patients to support their rehabilitation journey. Please accept my apologies, as from what you describe, this interaction would fall short of our Patient focussed standard. I would be really keen to discuss this with you to ensure that we get as much learning from your experience as possible. Please feel free to contact me using the contact details below.

I will also pass your comments with regards to the exchange within the café area to the RVS who resource this area with volunteers etc.

Kind Regards

Heather McIntosh

Operational Services Manager

WestMARC

0141 201 2392

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