"Feedback Service"

I had been in hospital seriously ill, I was treated at the Royal in Edinburgh, lovely modern and clean hospital with the most fantastic doctors, they really do do a fabulous job and work so hard.

I had some questions after I had left and I used the patient experience service at NHS Lothian to get some answers. 

i am unsure what the issues are with this service but it was of no use.  I found the staff to be hostile towards me and my relatives and generally really unhelpful, it made me uncomfortable and made me feel silly for asking my questions.

They didn't communicate very well, other than an email that my grandson helped me send, nobody else contacted me to discuss anything, it was like I was ignored, just completely forgotten about and that my experience wasnt important..

This service is supposed to give patients and relatives a place to go to give feedback, raise concerns or make a complaint but it doesnt seem to have any staff to provide this service to me.  I felt very let down. 

I think the staff that did get in touch to confirm my email etc need some training on manners and on how to show a bit of empathy and a reminder that they are dealing with patients who have had a really tough time, and might just need some answers to get that wee bit of closure on what they went through. I didn't feel the staff showed me any interest in helping me get that and that was quite hurtful and made me feel sad, made me feel like i was just a number and that my Ill health didnt matter, 

I honestly felt this was a soulless and careless service and the NHS would be better removing it, rather than subjecting patients and their relatives to such a poor experience. it really wasnt nice and i felt really upset after using it and so did my wife. 

Not great that the feedback service is failing patients like me, such a let down after the wonderful treatment i got from the nurses and doctors. 

thank you