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"Rules for some or rules for all?"

About: Aberdeen Royal Infirmary

(as a service user),

Whilst waiting to be allowed to enter at Rotunda it is apparent that distancing is not adhered to.

A patient who was outside with her walking frame went up to the door and sat on a chair at the entrance. Her mask was not on and people had to walk past her. The security did not move her on. Why should she be allowed out of a ward when we can't get in to visit. I am confused at the logic that she then would not be at risk to ward when returning?

We had to stand outside and wait till the security phoned as some people didn't have their appointment letters. Although I can understand the reasoning for checking, the queue was over 4 patents now waiting in line.

This is Aberdeen in October. We cannot be expected to wait outside, some people were obviously quite ill. Possibly 1 security person could take these persons to the side and enable the other security person to allow those with clear appointments to enter timeously.

Also two staff members walked past the queue, held up their badges and walked in, that's fine however not one of them wore a mask... is there different rules? Either have rules for all or don't.

Also the parking outside Rotunda states for patients use. Why then does the security guard drive into a disabled bay, no badge evident on his car, and walk up to the door putting his yellow jacket on?

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Responses

Response from Paul Paton, Security and Site Access Manager, Security, NHS Grampian 3 years ago
Paul Paton
Security and Site Access Manager, Security,
NHS Grampian
Submitted on 17/11/2020 at 14:47
Published on Care Opinion at 14:47


Dear Pad22,

Thanks for sharing your story with us – I’m sorry to hear your experience has left you with a negative view of our services. We understand coming into the hospital can be an anxious time for people at the moment and the staff based at the door have a role in helping things run as smoothly as possible. I’m sorry this didn’t seem to happen when you were waiting to enter.

We have information displayed at each of our entrances and exits asking people to keep 2 meters apart, and the majority of people are aware and considerate of others, but unfortunately there will be times when guidance isn’t adhered to – this may be for health reasons and requires a compassionate approach.

Staff are not exempt from wearing masks and, after displaying their badge, must stop to gel their hands and pick up a new face mask from the gel/mask station each time they enter the hospital.

We have new team of door staff starting with us next week and your story has been useful to share with them when relaying the importance of public perception, communication and smooth transition into the hospital.

I have also shared your story with the transport team for reflection and learning.

Take care,

Paul

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