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Putting patients at ease is paramount to the job

Posted By Pauleenspens

"Putting patients at ease is paramount to the job"

About: Royal Alexandra Hospital / General Surgery (wards 19, 20, 24, 26 &29) Royal Alexandra Hospital / Trauma & orthopaedics (wards 21-23)

(as the patient),

I was admitted to RAH paisley on Friday night with a dislocated hip. I was in much distress and pain and the staff were fantastic,however one of the porters I feel could and should have been more caring and less short in tone with patients. I am 47 years old and 3years into a hip replacement I was very upset at the trauma I was experiencing and kind words and disposition would have been much appreciated and noted. Instead I was met with a lack of compassion and made to feel more scared than I already was. Dealing with distressed patients I feel putting them at ease is paramount to the job. 

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 2 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 07/04/2022 at 14:21
Published on Care Opinion at 14:21

picture of Nicole McInally

Dear Pauleenspens

Thank you for taking the time so share your story on Care Opinion. I am sorry to hear that you dislocated your hip and can appreciate that you would be very upset and scared. As you have said a few kind words and some compassion can make a huge difference to our patients.

It is important to receive patient feedback and to use that feedback for learning and improvement. Therefore, I will share your feedback with the Facilities Manager who is responsible for Portering Services.

I wish you well with your recovery.

Nicole

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