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Posted By JohnK

"Manner"

About: Raigmore Hospital / Accident & Emergency

(as a service user),

Had the unfortunate luck to visit the emergency department recently, had a conversation with staff on reception whose presentation was a scowling face, abrupt and unwelcoming in manner. Had to return to the emergency department after referral from pharmacist, had conversation with the same member of staff and their manner and presentation had not mellowed by the afternoon. Saw the advanced nurse practitioner who resolved my problem in a very welcoming friendly manner and whom is a credit to the NHS Scotland.  

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Responses

Response from Katherine Sutton, Chief Officer - Acute Services, NHS Highland 6 years ago
Katherine Sutton
Chief Officer - Acute Services,
NHS Highland

Submitted on 19/04/2018 at 22:09
Published on Care Opinion on 20/04/2018 at 15:39

Dear JohnK,

Thank you for posting on Care Opinion. I am sorry that you were not met with the welcoming manner we would expect and as a result your experience of our service fell short of expectation.

I am very pleased to hear that you had an excellent experience of care from our nurse practitioner. I will pass your message onto the emergency department. All feedback is considered with a view to helping improve our services. Our staff work hard every day to deliver the best possible services they will be pleased to reflect on your message.

Kind regards,

Katherine

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