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Crabby and unhelpful

Posted By HAF69

"Crabby and unhelpful"

About: Lincoln County Hospital / General surgery

(as the patient),

Emergency admission onto surgical ward. All ward sisters and staff nurses were excellent. Healthcare Support Workers without exception crabby and unhelpful. E.g. one complained constantly to patients about having to be at work at all, how busy they were, how they'd been 'dumped' there and didn't know the ward, how they were too busy to make cups of tea, complained about patients to other patients, made up beds poorly and tried to serve dinner on a plate with food stuck to the bottom of it. Crabby face and demeanour throughout. Another HSW, when I said I wouldn't need the menu they'd just flung on the table because I was being discharged, snapped back "someone will" with a nasty fake smile and flounced off. Also had a general crabby demeanour. Not good ambassadors for their role.  

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Responses

Response from Catherine Capon, Matron - Orthopaedics & Surgery, Lincoln, ULHT 6 years ago
Catherine Capon
Matron - Orthopaedics & Surgery, Lincoln,
ULHT

Submitted on 22/03/2018 at 08:33
Published on Care Opinion at 14:17

Dear HAF69,

Firstly, I would like to thank you for taking the time to post your comments and for the positive feedback given regarding the Ward Sisters and Staff nurses. However, I am extremely saddened to hear of the poor attitudes and behaviours which you encountered from the Health Care Support workers.

This is not the behaviour we expect from any of our staff and I am very disappointed this was your experience. I expect all my staff to behave in a caring and compassionate manner, being respectful of patients dignity and would sincerely like to apologise for the poor experience you had whilst in our care.

I will ensure these comments are fed back to my surgical teams and reiterate how unacceptable this type of behaviour is.

If you would like to, and feel able to, please contact me directly so I can deal with the staff members individually. My e-mail address is at the bottom of this response.

Kind regards

Catherine Capon,

Matron - Orthopaedics & Surgery

Catherine.Capon@ULH.nhs.uk

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