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A visit to the cardiac unit

Posted By nimeataur

"A visit to the cardiac unit"

About: Musgrove Park Hospital / Cardiology

(as the patient),

I had waited 10 weeks for appointment. My diagnosis was open to interpretation. I was nervous. My appointment had been put back two days.

The person at reception took my name, was taking time finding my name. I said "it's been changed''. "Please, i'm busy ive a lot on my hands. I dont need you pressuring me.'' I said, I'm sorry, was just asking. "I'm busy be patient''. Bad start.

I noted as I waited similar behaviour and loud voice. How may other poeple had they confronted over nothing much?

The rest of the staff, I saw three were exemplary, kind and reassuring coming out. The person at reception took back a card, said "you can go now". This person needs a charm school or a different job.

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Responses

Response from Lucille Hoose, PALS and Complaints Lead, Patient Experience Department, Taunton and Somerset NHS Foundation Trust 10 years ago
Lucille Hoose
PALS and Complaints Lead, Patient Experience Department,
Taunton and Somerset NHS Foundation Trust

Submitted on 16/04/2015 at 13:24
Published on Care Opinion at 13:40

Your post on Patient Opinion was passed to me as I manage the Reception Team in Cardiology.

I am extremely disappointed to read of your bad experience when visiting the Cardiology Department.

I always welcome feedback ( good or bad ) from visitors to the Department and investigate bad practice at all levels. I ensure that staff are made aware of any feedback and always take the opportunity to make changes if necessary to improve our Patients' experience. I have spoken to my reception staff and have asked them all to ensure they enrol onto the Customer care course if they haven’t already done so.

I would value the opportunity to discuss this further with you if you would like to contact us via the PALS Team on 01823 343536 or email pals@tst.nhs.uk.

Kind regards,

Manager of the Reception Team

Cardiology Department

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