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

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

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful