"Mixed emotions about the Rheumatology Clinic"

About: Aberdeen Royal Infirmary / Rheumatology (Joint conditions)

(as the patient),

Mixed emotions. On my first visit I was delighted - everyone was friendly, helpful and appeared to be interested and empathetic. Similar experience when I attended for steroid injections.

So, when I attended the clinic recently I was shocked and upset. I saw a different doctor - who did not introduce himself nor was he wearing a badge so I might be able to read his name. He appeared to be totally uninterested in what I was experiencing to the point of rudeness in his lack of communication with me. I left feeling as though I was maybe making a fuss yet, I experience pain daily (some worse than others) - what am I supposed to do?

In defence of the medical staff I know they have huge caseloads and a lot of work to get through - however, please do not let this affect your empathy with your patients - we trust you to understand. Fingers crossed that my next experience will not be so upsetting.

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Response from Laura Gray, Director of Corporate Communications, NHS Grampian

Dear Oct93

Thank you for telling us so openly about the mixed experiences you have had when visiting the clinic.

We would like patients to have the earlier experiences you describe every time. That sense of empathy and interest is so important when you are building relationships with healthcare providers.

I am sorry your recent experience was so different and the rapport you had previously experienced was not replicated.

This is something we would be very happy to raise with the service. Feedback on how a particular approach comes across to patients is very valuable. If you would like us to do this please get in touch with me by email on laura.gray2@nhs.net or by phone on 01224 554400.

Kind regards

Laura Gray

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