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Staff attitude and coldness

Posted By pyxisnc98

"Staff attitude and coldness"

About: Queen Elizabeth University Hospital Glasgow

(as a service user),

I called to get information about my dad that passed of Covid. Took over 2 hours to get through to records. When the call was finally answered, the staff member instantly came across argumentative. Even though they knew I was calling about my dad that passed of Covid. Spoke to me in a rude voice and said that they can't give me details when dad was admitted, even to family.

There was no need for the coldness and attitude. This person made me feel so upset and I was crying. They really did not have to be so cold-hearted.  

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 3 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 10/02/2021 at 12:28
Published on Care Opinion at 12:28

picture of Nicole McInally

Dear pyxisnc98

Please accept my condolences on the loss of your Dad.

I am very disappointed to read about the staff member you encountered when trying to get information about your Dad, especially at this incredibly difficult time. This is not the type of behaviour we would expect from our staff and I apologise for the additional upset and distress this caused you.

If you feel able, could you please email PatientExperience@ggc.scot.nhs.co.uk with your details, your Dad’s details (including his date of birth) and the information you were requesting, and we can look into this further.

Take Care

Nicole

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