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Care Opinion

Unfriendly staff

Posted By Abz3

"Unfriendly staff"

About: General Practices in Grampian

(as a service user),

I had an appointment regarding a pill check. When the nurse called me through they didn't say hello or introduce themselves to me instead the first thing they did was instruct me to take my shoes off and get on the scales. Afterwards they asked me the routine questions which I understand is necessary but I felt I was being patronised and spoken down at. As a nurse myself, I understand that clinics can be busy and days can be hectic but I would hate to think my patients left my ward feeling as much of an inconvenience as I left feeling.  

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Responses

Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 5 years ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian

Submitted on 19/07/2018 at 17:49
Published on Care Opinion on 20/07/2018 at 07:41

picture of Kirsten Dickson

Hi Abz3,

Thank you for taking the time to write, stories like yours are really important as they let us see what we do well and in some cases (like this) what we could really do with improving.

Being a nurse yourself you'll know what a good experience looks like and how little things like introducing yourself and saying hello can make a big difference to how patients feel. Making patients feel like an inconvenience often isn't the intention but it's important to pick up on and ask staff to reflect on how they come across to others.

With that in mind would you be willing to contact me with name of the practice so that I can forward your feedback?

You can do so by contacting me on kirsten.dickson@nhs.net or on 01224 558404. (I'll be on leave next week so if you're getting in touch by phone you'll have to leave message).

Take care,

Kirsten

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