"No one told me their name"

About: Western General Hospital (Edinburgh)

(as the patient),

I attended for a pelvic ultrasound with a full bladder, as requested. I was nervous as I haven't had this test before and I wondered if it might be embarrassing. I was also really worried I might have cancer. I had a long wait for my scan so that was uncomfortable and I was afraid I might not be able to control my bladder if someone pressed on my tummy. My scan was carried out and the lady performing the scan was very gentle and said everything was OK which was a huge relief. But she didn't introduce herself or explain who the other person in the room was. In fact, no one told me their name.

Getting reassurance right away was really good but hanging about with no explanation or apology wasn't very nice. What could have been better? Being on time and introducing yourselves. I do it in my job because it's polite and puts people at ease. It feels like the right thing to do. I think it would be a really good thing for the staff in this department to think about.

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian

Dear Green Gardiner

Thank you for taking the time to share your feedback following your recent pelvic ultrasound. I was pleased to read that the lady who carried out your scan was kind and gentle but sorry to read that no one introduced themselves - this should have happened and as you say it is polite and puts people at ease.

I have passed on your feedback to the team and once again would like to apologise that they did not take the time to introduce themselves. I hope you are feeling better.

Kind regards


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