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Care Opinion

Disappointing visit

Posted By Est

"Disappointing visit"

About: Crosshouse Hospital / Accident & Emergency

(as the patient),

Lost the personal touch? 

Not a fan of focusing on the bad however feel it may be required.

First person to greet you, clearly stressed and under pressure, no acknowledgement of approaching the desk, Uses terminology such as ‘pure p*** and f***’

Having to shout out personal information so everyone present at A&E knows:

1. Where you live 

2. What your DOB is 

3. Phone number, confidentially?? 

Nursing staff member with  no compassion or consideration for person centred pain assessment. Shows a complete lack of empathy with judgement with can’t be bothered attitude! 

Disappointing.

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Responses

Response from Claire Gilroy, Specialty Doctor, Emergency Department, University Hospital Crosshouse, NHS Ayrshire and Arran 5 years ago
Claire Gilroy
Specialty Doctor, Emergency Department, University Hospital Crosshouse,
NHS Ayrshire and Arran

Emergency

Submitted on 02/04/2019 at 13:04
Published on Care Opinion at 13:47

picture of Claire Gilroy

Dear Est,

I am really sorry that your attendance at the Emergency Department was so disappointing. I am pleased you have taken the time to provide us with feedback as this gives us an opportunity to improve our services.

Our reception area has a glass partition to ensure the safety of our reception staff. As you rightly point out this means that quiet communication of sensitive information is often difficult. We have made attempts at trying to improve this with the taped line on the floor to try and ensure that there is a distance between a person checking in and the next in the queue. Thank you for highlighting that this has not resolved some of the issues. I will speak to the team and see whether we can come up with other ideas for improvement.

Compassion, empathy and patient centred care is something that we aim to deliver at all times so I was disappointed to read that we did not provide this to you. I will ensure that your feedback is presented at our morning huddle to enable us to reflect on this as a team.

Should you wish to discuss your feedback in more detail or if you would like it to be sent to the members of staff directly involved in your care then please send me your name, date of birth and attendance to Claire.gilroy@nhs.net.

Claire

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