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Care Opinion

Excellent Ophthalmology Team

Story from nhs.uk

"Excellent Ophthalmology Team "

About: Royal Cornwall Hospital (Treliske)

We are so grateful for the highly professional service provided by Doctors, nurses and supporting staff in Treliskes Ophthalmology Department. The visit was only marred by the behaviour of a healthcare assistant, a person not wearing a name badge , who was clearly well established in the Ophthalmology department. This person displayed bad tempered and dismissive behaviour to a member of staff, whom it would appear that English was not their first language, in front of patients ,which was highly inappropriate. She approached me and asked “ Why are you sitting here!” In a very confrontational and frankly rude manner. I replied that I had been asked to wait here by a nurse, as the Consultant was running late. She the said, “ Who told you!” I explained that it was one of the nurses. She then walked away and berated a member of staff, which was very embarrassing to watch. I am of a fairly robust nature, however a more sensitive person, would have left the department!

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Responses

Response from Karen Bowers, Eye Unit Sister, Royal Cornwall Hospitals NHS Trust nearly 2 years ago
Karen Bowers
Eye Unit Sister,
Royal Cornwall Hospitals NHS Trust

Submitted on 09/08/2022 at 13:51
Published on Care Opinion at 14:03

Dear responder

Many thanks for taking the time to feedback your recent experience.

I am grateful for the feedback and praise of our professional team and service.

I am saddened to learn of your experience with regard to a particular member of our team.

I have taken it upon myself to talk to this member of the team and highlight how her manner was perceived on this occasion and how this made you feel.

We have also highlighted this feedback to the team during our safety huddles so that we can learn and understand how important it is to communicate in a professional manner, demonstrating dignity and respect for all.

If you wish to discuss this further please do not hesitate to contact me.

Please accept my apologise for any distress caused

Kind regards

Karen Bowers

Department Sister.

Eye unit

Treliske

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Response from Holly Kiernan, Patient Experience Manager, Patient & Family Experience Team, Royal Cornwall Hospitals NHS Trust nearly 2 years ago
Holly Kiernan
Patient Experience Manager, Patient & Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 15/08/2022 at 13:08
Published on Care Opinion at 13:08

Thank you for taking the time to give us your opinion as we truly appreciate your feedback. We would love to contact you in future to help us inform decisions about our services and the way we work. This could range from small queries to larger projects so that you can be involved as much or as little as you like.

If this is something you would be interested in please contact the Patient Engagement Team at Royal Cornwall Hospitals NHS Trust on rcht.patientengagement@nhs.net or telephone 01872 252793, so that we can record your details.

Thank you again for taking the time to tell us about your experience.

Best wishes,

Holly

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