"Lovely new modern building work"

About: The Royal Victoria Infirmary

(as a relative),

What I liked

Lovely new modern building work

What could be improved

Helpfulness. In eye casualty dept. No attempt when calling a patient with poor eye -sight and a cane from walking into a door. When he returned with a doctor to waiting room the doctor was too busy talking to a nurse and the chap walked into door again. Another lady walking with sticks when a nurse told her she had to go to another dept tried to get to her waiting wheelchair and the nurse tutted and said she would have to get a porter as she had a bad back-said in a not too pleasant manner. I know nurses are busy ( i was one for 30 years) . I just feel a little forethought of peoples needs and a little compassion with a nice word goes a long way. We were also escorted to the opticians and back with a nurse and an optician in a very brusque manner and no conversation. Time for us please?

Story from NHS Choices

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Response from The Royal Victoria Infirmary

We are very sorry to hear of this. As you allude to we are an extremely busy department, however regardless of this we very much regret that this was your experience of us. We hope we can reassure you that we have taken on board all comments and have spoken with staff about your concerns in order that we can improve. Senior staff within the department are always available to resolve any such issues, or to listen to any concerns that patients may have whilst under our care.

A bespoke training course that will deal with such issues is actually currently under development within the Trust in association with some of our patient representatives. It is anticipated that this will go some way towards improving the support we provide for our patients at their outpatient attendances.

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