"Bad experience"

About: Aberdeen Royal Infirmary / General Surgery

(as a service user),

I went to ARI about getting some surgery that other ARI staff had said I would get.  The visit didn't start well when I was late being seen and they didn't apologise.  I was incredibly anxious, but they did nothing to put me at my ease.  I let them know how nervous I was about surgery, but they completely ignored this.  The appointment left me distressed and angry.

Months later I was removed from the waiting list only being told recently when I went back to the clinic.

If people are being removed from the waiting list they should be told immediately so that they can either make alternative arrangements or start to mentally prepare for what that means to them.

Staff should remember that patients that come to them are in a vulnerable position and may be anxious. They should try to show compassion and understanding.

Staff attitude

Staff attitude


More about:

Responses

Response from Linda Oldroyd, Chief Nurse for Surgery, NHS Grampian

picture of Linda Oldroyd

Dear K

I am very sorry to read of your experience at Aberdeen Royal Infirmary. Patients' anxieties regarding surgery should always be acknowledged in a kind and understanding way. I totally agree that patients should not be removed from a waiting list without their knowledge.

I would like to understand a little more about what has happened to you. If you would feel able to get in touch to share more of your story I would be happy to look into it on your behalf.

We expect all of our staff to be compassionate and understanding. I am very sorry that on this occasion, this was not your experience.

I can be contacted by email loldroyd@nhs.net or on my mobile which is 07876258472.

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