"Rude Sarcasic member of staff"

About: Southmead Hospital

Attended the hospital with my relative for an 11am appointment on monday for emergency plastics surgery after he had an accident on Saturday! He wasn't called for an hr and a half, which i understand the administrators explained the delay and were very polite. Anyway after being nil by mouth since Sunday night he was then told his operation wasn't going to be today but in 3 days time. The nurse was very unsympathetic about his amputation, even made a point of reminding him it was he own fault, she also repeatedly told him about other patients being more serious and how it wasn't that bad, hello? Part of him is missing that he actually needs to do his job! also when he started asking questions about the surgery her reply was im gonna do this dressing quickly so you can leave and ignored him for the rest of the time.

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Response from Southmead Hospital

Dear Anonymous – thank you for taking the time and trouble to provide your feedback. I was appalled to hear of the nurse’s attitude you describe which is completely unacceptable. I have no way to identify the member of staff concerned as you do not even provide their gender. However, I wish to assure you that this is not the standard we expect. Staff are expected to be empathetic and caring at all times. To reinforce this all staff attend mandatory iCARE training aimed at ensuring they can view their actions from the patient perspective and so deliver quality care and communication at all times. I am grateful for your feedback which will be shared with the iCARE trainers as a poor example. Kind Regards – Steve Sykes Advice and Complaints Team

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