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Everyone else had care and compassion

Posted By tasteful

"Everyone else had care and compassion"

About: Forth Valley Royal Hospital / Orthopaedics

(as a service user),

I  attended the orthopaedic outpatient  department. After my appointment with the specialist I was ask to return to reception desk and ask how long the waiting times were to see a consultant . On inquiring with the receptionist I found them rude very abrupt and certainly not willing to help , this resulted with me having to leave without clarification of waiting time to see a consultant.  I found  the specialist and everyone else had care and compassion expect the receptionist, this is not the first time I have had this rude approach and feel this should be addressed as patients can be worried about coming to an appointment at the best of times without having someone who is not helpful and is not willing to be helpful. I myself also work in a hospital and never at any time would I treat patients the way I was treated.

Regards

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Responses

Response from Pauline Donnelly, Person Centred Manager, Department of Nursing, NHS Forth Valley 4 years ago
Pauline Donnelly
Person Centred Manager, Department of Nursing,
NHS Forth Valley

Submitted on 22/10/2019 at 12:54
Published on Care Opinion at 12:54

picture of Pauline Donnelly

Dear tasteful

Many thanks for taking the time to get in touch, it really is important that we hear from our patients about their experience when accessing services.

It was lovely to her that you felt you were looked after in a compassionate and caring way. This must have been very reassuring for you, it can be quite an anxious time when coming to hospital.

I was however very disappointed to hear the reception staff were rude and abrupt, please may I take this opportunity to apologise, this really is not how we want people to be treated when visiting our hospital. Please be assured your feedback has been shared with the team who themselves were very disappointed to hear of your experience. The staff are now looking into any training needs that may be required to ensure this does not happen again.

You mention you had to leave without clarification of information, I would be happy for me to contact me so that I could look into this for you. You can contact me on 01324 566523 or you can email me pauline.donnelly1@nhs.net

I look forward to hearing from you.

Kindest regards

Pauline

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