"Visit to out patients with my father"

About: Royal Shrewsbury Hospital

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I attended ENT out patients with my father and was dissmayed at the extremely poor communication skills of the consultant, he was abrupt, rude, uncaring and showed a complete lack of empathy and concern for my father. My dad was treated with no dignity or respect. I work in the NHS in another area and was so annoyed at the lack of care and concern considering my dad has lost over 3 stone in weight and has other worrying symptoms there was complete lack of understading and care until I intervened and then the attitude changed and we did at the end get an apology.

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Response from Royal Shrewsbury Hospital

I am reallly sorry to hear that you found the communication skills of your father's consultant to be poor. Good communication is such a vital part of providing care. It is slightly reassuring to hear that you did receive an apology and the attitude improved, but it really should not require you to intervene and point this out. We will use your experience as a real example in our patient and customer service training. It is a valuable reminder of how our attitude as members of staff impacts on the patients we are here to serve and their family and carers. Thank you.

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