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Came to minor injuries after a suspected broken/fractured an...

Posted By Dozymare

"Came to minor injuries after a suspected broken/fractured ankle"

About: Royal Infirmary of Edinburgh at Little France / Minor Injuries Unit

(as the patient),

So came to Minor Injuries which I had an appointment for and had been referred by the western whom had done a video call to review my injury during the covid pandemic. Every single member of staff that dealt with me were absolutely lovely and so helpful and caring.

I was in and out in 35 minutes! I had an X Ray, so was expecting it to take longer. Couple of hours anyway.

The only negative thing that I have to say about my visit was dealing with the  reception, one staff member I felt was just horribly rude, blunt, lacked any kind of people skills which you 100% need when working in a hospital dealing with people that are not well or in pain. The staff member spoke to me so badly, I stopped myself bringing up how disgusting I found their attitude to be, because I didn’t think it would make any difference. I was actually shocked, myself who also works in the health sector... their were no words.

 All the nurses and the staff member that conducted my X Ray, to the staff member leading me out I couldn’t fault any of them.  

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Responses

Response from Clinical Service Manager, Emergency, Acute & General Medicine, NHS Lothian 3 years ago
NHS Lothian

Submitted on 20/07/2020 at 15:18
Published on Care Opinion on 21/07/2020 at 12:09

I am grateful to receive your kind words about our MIU and the help and care the gave you when you attended our department. I am however disappointed that you needed to write about your experience regarding a member of our reception team. This is not behaviour we will accept and can assure you we will use your comments as a learning tool for all staff in MIU/Emergency Department reception, along with an explanation of how their actions had made you feel.

I can only apologise that you were put in a position to write this story and hope that if you require to use our services again your experience be a more pleasant one.

Best Wishes

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Dozymare (the patient)

Thank you for taking the time to reply to my experience, and for being apologetic in regards to the poor customer service of one member of staff. I understand that everyone has bad days or hard days and that it can reflect on how they carry out their role. However this really needs to be kept to a minimum in these environments. If a staff member spoke to someone the way I was spoken to, that maybe had mental health issues this could really set someone back and add to their already confused or unwanted feelings. This isn’t something I would take lightly in my line of work. However, it really was a pleasant experience other than that and have a great deal of respect for your department and staff. It must be a really hard but also rewarding job. Thank you!

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