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The impression I was left with lingered

Posted By JEM63

"The impression I was left with lingered"

About: West Cornwall Hospital (Penzance) / Older people's healthcare

(as a relative),

I brought my elderly mother for an appointment to the hospital.

The security guard was helpful and polite, but one member of staff appeared indifferent as I tried to help my mother put on her mask and get into a wheelchair. Another member of staff in the same area, was talking and laughing loudly.

I hold the NHS in very high regard and have had excellent service when being treated at any time in the past.

Unfortunately the impression I was left with yesterday lingered.
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Responses

Response from Zoe Richardson, Patient Experience Administrator, Patient and Family Experience Team, Royal Cornwall Hospitals NHS Trust 2 years ago
Zoe Richardson
Patient Experience Administrator, Patient and Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 27/04/2021 at 15:34
Published on Care Opinion at 16:21

Hello,

Thank you for your feedback.

I am sorry to hear that a couple of members of staff were not acting in the normal helpful and professional manner we would expect on your recent visit with your elderly mother, but glad that the security guard acted in this way and was able to live up to the high standard we aim for.

We will pass this on to West Cornwall Hospital for reflection, and if you would like to discuss this any further you can contact us on rcht.patientexperience@nhs.net.

Best wishes,

Zoe Richardson

Patient Experience Administrator

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

Update posted by JEM63 (a relative)

Dear Ms. Richardson

Thank you for your reply and for offering to follow the matter up with West Cornwall Hospital.

With kind regards

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