"Poor welcome from nursing staff at ENT"

About: Vale of Leven General Hospital / Ear, Nose & Throat

(as the patient),

I attended the vale of leven hospital for a planned appointment. I was told off by a member of the nursing team for being early for my appointment (I was only 25 minutes early).

The attitude of the member of staff was not nice and said this with a raised voice while others were sitting. This is the second time this has happened.

I left this department feeling I want to not attend future clinics. It seems obvious that they have no consideration that patients need to come by public transport and may be early.

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Response from Jacki Smart, General Manager, Clyde Sector, NHS Greater Glasgow and Clyde

picture of Jacki Smart

Dear Waterloo

Thank you for taking the time to share this feedback on Patient Opinion and I am really sorry that you had a difficult experience at the ENT clinic in the Vale of Leven Hospital. That is not what we aspire to here but really value the information contained in your post which will help us to improve things. In particular I'm sorry this is a recurrence for you.

I have asked for the Lead Nurse and Service Manager for the area to feed your comments back to staff in the department and to reflect on how they may support people differently who arrive at times differing from their appointments due to transport times.

If You have any further problems in this regards or wish me to look into it further please don't hesitate to get in touch

Best wishes

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Response from Jacki Smart, General Manager, Clyde Sector, NHS Greater Glasgow and Clyde We have made a change

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Hello again

Just a note to let you know that I have had some feedback and clarity from the team regarding the above and they wish me to extend an apology for any discourtesy felt as it was definitely not intended. Your feedback has helped the team to reflect on how they give information to patients who arrive early about the order of appointments in clinics and they now describe that differently to ensure a welcome is extended and assured.

I hope that reassures you meantime that you are indeed welcome in the department should you arrive early and I don't expect that you will have any further difficulties but if you do, please let us know

Best wishes


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