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Unprofessional Reception staff

Posted By Upsnb49

"Unprofessional Reception staff"

About: University Hospital Wishaw / Trauma & orthopaedics

(as the patient),

When I arrived at clinic I rang bell a very surly person came and in a not very professional way asked what I wanted.  I told them that I had an appointment, and was told in a very unprofessional way to take a seat . It was like I had disturbed someone's tea break. I feel they need some sort of reception training.

The nurse who came and collected and carried out the procedure was excellent and introduced herself and explained what was happening , and had a very nice manner.

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Responses

Response from Lesley Mallon, Risk Management Facilitator, University Hospital Hairmyres, NHS Lanarkshire 2 years ago
Lesley Mallon
Risk Management Facilitator, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 06/12/2021 at 15:40
Published on Care Opinion at 15:40

picture of Lesley Mallon

Dear Upsnb49

Thank you very much for taking the time to share your feedback of your recent attendance at the Orthopaedic Clinic at University Hospital Wishaw.

I would like to offer my sincere apologies to you for the manner in which you were spoken to. This is not the standard of communication we expect from our staff and I will ensure that your comments are shared with the team to allow them to reflect upon their communication skills.

On a brighter note, I was pleased to hear that the nurse who carried out your procedure treated you appropriately and took the time to provide you with all the relevant information around your procedure.

Best wishes for a full recovery.

Lesley

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