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Care Opinion

Lack of empathy from reception staff

Posted By SusH

"Lack of empathy from reception staff"

About: Aberdeen Royal Infirmary / General Internal Medicine

(as a relative),

My mother has recently been admitted to ward 105. It has been a very stressful time made even more stressful by the rude staff member who was on reception! I appreciate it must be difficult to deal with many family members who are only allowed to visit for 1 hour a day and I understand that this is due to covid restrictions! Surely the distress this causes is more reason to have an empathetic approach when dealing with concerned relatives. 

Thankfully the nursing staff are much more professional and understanding. They are delivering excellent care in an obviously very busy ward.

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Responses

Response from Lisa Forbes, Service Manager, Surgery 3, NHS Grampian 2 years ago
Lisa Forbes
Service Manager, Surgery 3,
NHS Grampian

Submitted on 02/12/2021 at 11:09
Published on Care Opinion at 11:09

Dear SusH,

You’re right being on reception can be challenging – it’s a stressful time for patients, families and staff, but that first contact with the ward is a very important one and staff should be polite and kind to everyone they encounter. I’m sorry this happened.

I have shared your story with the team leader and staff have been asked to reflect on how they come across to the people who need to be in hospital at this time.

I have also shared this story with the nursing staff on ward 105 who were most encouraged to hear your kind words.

I hope your next visit to ARI is a more positive one and that your mother is recovering well.

Take care,

Lisa

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