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Care Opinion

No communication from staff

Posted By Customer0702

"No communication from staff"

About: Falkirk Community Hospital

(as the patient),

I had an appointment at Falkirk community hospital, eye care unit for a follow up eye examination, I arrived at 13: 35 for a 13: 40 appointment, I know the surgery is busy and I fully appreciate the staff are doing what they can, but, after waiting 40 minutes, with no communication from any staff, I approached the reception to ask what the approximate delay was, the receptionist was quite abrupt and responded that they didn't know. I waited another 30 minutes and with still no communication at all from the staff I left.

I now, fair or unfairly, have a negative opinion of the Falkirk site and staff and their level of customer care and service.

This is a simple management fix, just communicate, people appreciate a quick update and their tolerance levels increase if they feel someone knows they are there and shows some empathy. Forth Valley hospital manages it, why can't Falkirk? ? ?

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Responses

Response from Elaine Kettings, Chief Nurse, Falkirk Health & Social Care Partnership 6 years ago
Elaine Kettings
Chief Nurse,
Falkirk Health & Social Care Partnership

Submitted on 16/02/2018 at 11:49
Published on Care Opinion at 11:53

Dear Customer0702

I am very sorry to hear about your recent experience in the Eye Department at Falkirk Community Hospital. As a team and as individual care givers, poor communication and lack of empathy is never acceptable. I would like to assure you that in order to improve the service and care we deliver, your story has been shared with the whole department and the importance of keeping patients informed and communicating in a helpful and supportive manner has been highlighted to all staff.

It is very important that you now have the opportunity to have a new appointment scheduled, I am deeply sorry you felt you had to leave the department without being seen. Could you please contact me to allow me the opportunity to offer personal reassurances around your next appointment and to schedule? Please see my details below, I look forward to hearing from you.

Mrs Dianne Hagart

Clinical Nurse Manager

Ophthalmology Department

Falkirk Community Hospital

01234673830


Dianne.hagart@nhs.net

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