"People skills"

About: Queen Margaret Hospital / Cardiology Queen Margaret Hospital / General Surgery

(as the patient),

I attended for a pre-op assessment appointment. 

I haven't been in QMH for a few years. First impressions were of cleanliness and a friendliness. The nurse who went through the assessment with me was professional and friendly. I was quite nervous beforehand but she soon made me feel more relaxed. She made everything very clear and explained her decision making.

After deciding I should have an ECG, she walked me out of the ward in order to direct me to the Cardiology Department. Joined-up thinking was apparent when she made a phone call to check if there was a letter for my procedure date on the system. She then went and collected the letter so I had it and she could double check which hospital I had to attend.

Further joined-up thinking when I informed her that I had had blood tests done by my GP a month previously. I told her that I am nervous having bloods taken so she wanted to avoid causing me any distress by taking more unnecessarily. Unfortunately, for some reason, there was no record of any previous bloods on the system since 2012! I have had bloods taken on more than one occasion since 2012 so this highlighted a flaw in the system. Another nurse made a phone call but my previous blood results were not recorded. So, I had to have bloods taken again. Distressing for me, frustrating for staff, and a waste of NHS resources!

My only other negative experience was in Cardiology. Very gruff, abrupt reception, pointed to a waiting room. Staff all called patients' names as they walked along the corridor out of sight, and likely hearing, of patients. I observed every single member of staff call patients in this manner. Not one introduced themselves. I was slightly embarrassed having the ECG done but, contrary to any other uncomfortable procedure in other NHS departments, nothing was said or done to help me feel more at ease. The whole experience was very unpleasant. I tried to make conversation by asking if everything seemed OK (I've never had an ECG done before and didn't expect to have one that day)  - the reply was "well, I'm letting you go "... 

So, full marks to Pre-surgical Assessment Nurses but one star for Cardiology. People who are sent to Cardiology are very likely to be anxious. Some work on people skills would be useful!


Response from Arlene Saunderson, Head of Nursing, Planned care, Planned Care, NHS Fife 14 months ago
Arlene Saunderson
Head of Nursing, Planned care, Planned Care,
NHS Fife
Submitted on 16/04/2019 at 11:25
Published on Care Opinion at 13:12

picture of Arlene Saunderson

Dear TM68,

Thank for posting your feedback on care opinion and describing your positive experience when you attended for your pre-assessment.

In relation to the points you have higlighted when you attended for your ECG I can advise you that the manager of this department will be happy to provide a seperate reply.

Kind regards Arlene

  • TM68 doesn't think this response is helpful
    {{helpful}} other {{helpful == 1 ? "person thinks" : "people think"}} it is helpful

Update posted by TM68 (the patient)

The fact that nobody from Cardiology has felt this important enough to contribute speaks volumes...