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Care Opinion

Lack of receptionist

Posted By Long term patient

"Lack of receptionist"

About: New Stobhill Hospital / Outpatients

(as the patient),

On attending here I March I found that there are now no receptionists at Clinic G a gynaecological cancer clinic and patients are expected to check in on a machine. I do not feel that this is acceptable. Patients are already stressed and worried and I feel they need a friendly face to speak to.

Previously receptionist would update us on any doctors who were delayed. Now nothing and waiting for a very lengthy time with no information. I could not update my brother who was waiting in the car park for several hours. I feel that this is not acceptable and is dehumanising. I feel that there is enough tension in this room without even having a human being to speak to! Also, I find being expected to wait again downstairs in a queue to make a return appointment after a long and stressful day is also not acceptable. Previously receptionist would share a chat with us and make our return appointment at the clinic.

There are plenty of medical and nursing staff through the double doors at the actual clinic and they are all kind and helpful and the doctor and nurse always give me plenty of time and consideration and I do understand that the consultant I see is sometimes running late in surgery which cannot be helped and I do always see him and not one of his staff. I have no complaints there at all, quite the reverse. However, it is the conditions of waiting as outlined above and particularly the toilet facilities and lack of human interaction. Also the waiting area is very stark, all facing in rows towards a blank window looking onto another building. It is dire and as I said you can feel the tension in this room as all the patient are either waiting for a cancer treatment plan or are on follow up.

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Responses

Response from John Stuart, Chief Nurse, North Sector, NHS Greater Glasgow and Clyde 4 years ago
John Stuart
Chief Nurse, North Sector,
NHS Greater Glasgow and Clyde

Submitted on 22/08/2019 at 09:11
Published on Care Opinion at 09:11

Dear Long Term Patient

We have read your post and are very sorry that your appointment at Stobhill caused such anxiety for you. We try to ensure that the environment in our hospitals is welcoming and comfortable for patient and visitors.

Within the waiting areas, the staff have tried to arrange the seating in different formats and feel that the current chair placement works well, however, we are happy to ask other patients once again what they feel is most comfortable.

I am sorry if there was any issue with the toilets – these are located just beside the the waiting room usually very clean, and well presented.

I have also spoken with the nursing staff at this particular clinic to advise they need to keep patients updated on waiting times and if doctors are delayed in arriving at the clinic, but this can be difficult at times due to chaperoning, and taking blood samples.

I will pass on your message to the Charge Nurse in Outpatient Department, as the Senior Charge Nurse is on holiday this week and I will ask her to look at the issues raised in your post with the patients who will be attending the clinic tomorrow.

Yours sincerely

John Stuart

Chief Nurse - North Sector

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Update posted by Long term patient (the patient)

I feel that you have not replied at all to the issue of no receptionist. Are you going to bring one back or not? Please reply. Basically you have said nothing that I have not heard before.

I understand fully the pressures that the nurses here are under and they are all great but I feel that they should not have to use their time to update patients. I feel that this should be done by the receptionist- I rest my case. I don't feel that this is good enough.

Response from John Stuart, Chief Nurse, North Sector, NHS Greater Glasgow and Clyde 4 years ago
John Stuart
Chief Nurse, North Sector,
NHS Greater Glasgow and Clyde

Submitted on 23/08/2019 at 11:46
Published on Care Opinion at 11:46

Dear Long term patient

Thank you for your post.

As self check in kiosks have been introduced at Stobhill Hospital there are no plans to re-introduce receptionists within the general clinics. There are reception staff at the main reception area and volunteers who are available to assist patients at the self check kiosks.

Regards

John Stuart

Chief Nurse

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Response from Pamela McGoldrick, Senior Organisational Development Advisor, Women & Children's Services, NHS Greater Glasgow and Clyde 4 years ago
Pamela McGoldrick
Senior Organisational Development Advisor, Women & Children's Services,
NHS Greater Glasgow and Clyde

Submitted on 23/08/2019 at 18:01
Published on Care Opinion at 18:01

picture of Pamela McGoldrick

Dear Long term patient

Thank you for sharing your feedback on Care Opinion.

I understand that this must be a very difficult time for you and your family however it is lovely to hear that you are receiving such positive care and support from the gynaecology medical and nursing staff in the clinic. I will pass your kind feedback on and I know they will be delighted to receive this.

Best wishes

Isabel Traynor

Lead Nurse

Gynaecology, NHS Greater Glasgow & Clyde

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