"Service with a smile (mostly) - stretched..."

About: Glenfield Hospital


CDU - mostly amazingly polite staff, service with a smile despite the pressures and lack of resource, never ceases to amaze.

We had to wait a long time after the initial diagnosis as they were on the assumption that my father was waiting for a senior Doctor, when he had not had the original check up, it was discovered a few hours later after I questioned this as to where we were in the process, things started moving after that. You have to bear in mind that this was on a day when Jnr Doctors were on strike and the poor Docs were rushed off their feet working very hard, absolutely understandable, I didn't even question or raise the issue.

Unfortunately there are always some that spoil it for the majority, and it maybe because they were having a bad day, then again so were we, with my father having just had a minor heart attack.

We were now waiting to be transferred to a ward so the procedure could be carried out, yes it's a waiting game with beds being full and it is what it is, but wanting to make sure that we were on the radar - I politely asked the nurse who was looking after my fathers bed, any idea on how full things are up there and that we were on the radar, they were blunt and arrogant in their reply and this was right from the approached response look which read "what do you want, go away". In serious need of training in the people skills department. Perhaps as this nurse was from overseas this may be normal in which case refresher training applies.

This really annoyed me, they just didn't care at a people level, all the other staff were totally professional and polite which is a shame, I have never complained once despite waiting hours on end, as I have the utmost respect for hospital staff and the pressures they work under yet continue to answer with a smile.

Anyway I want to say to all the NHS staff - keep up the amazing work you do, and the differences you make to the lives you touch (not including the rather rude nurse).


Patients son

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Response from Glenfield Hospital

Dear Reviewer,

Thanks for taking the time to post your comments. We are pleased to hear about the majority of CDU staff providing excellent care for your father. We will pass on this feedback to the team where it will be much appreciated. We are, however, sorry to hear about the level of care provided by some of our staff. Whilst it was a difficult day for our staff with the strikes happening we expect a higher level of patient care from our staff. We would like to improve the service we provide so would like to investigate further. If you are happy to do so please send your details (name, NHS number and date of birth) to communications@uhl-tr.nhs.uk.

Kind regards,

Communications Team

Leicester’s Hospitals

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