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Angry and disappointed

Posted By cableboy

"Angry and disappointed"

About: Ayrshire Central Hospital

(as the patient),

After being healthy all my life, I haven't been well for the past few years.  I had some concerns and as I am going on holiday wanted some advice.  My GP suggested calling the hospital.

I called the Central hospital to get some advice.  Initially the people I spoke to were very nice and helpful.  Then I got put onto someone who was very rude.  I am not sure who I was speaking to with all the toing and froing.  I was asked if it was renal or urology - I don't know the difference between all the departments (it was renal, I found out) I just felt she couldn't be bothered and was being awkward asking me to continually repeat myself.  It sounded like she was chatting to her friends or having a coffee.

I am angry and disappointed.  It's just not right that this person speaks that way to people calling.  I am not well.  I can speak up for myself but what if she speaks like this to people who cannot.

As I said, the other people I spoke to were very nice and I have nothing but praise for the NHS.  It won't change my mind about that but it's not right.

I wanted to say this and put my mind at ease.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 5 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 05/07/2018 at 14:42
Published on Care Opinion at 16:33

picture of Eunice Goodwin

Dear cableboy,

This is an enormous organisation, with a myriad of departments, disciplines and staff. I have, on occasion, found it difficult to get to the team I need to speak with, therefore it is no surprise that patients may struggle from time to time. I am sorry it was so difficult and that you found one of the staff to be rude. This is not what we expect from the staff at any time.

I am unsure exactly what team this rude person belongs to, but I will pass this to the management team to share with their staff as a general reminder about good customer care.

Thank you for taking time to share this with us, it is a useful reminder to us all.

I hope you got the help and advice you required, have a great holiday and come back feeling 'the better for it' (as my gran would say).

Best wishes,

Eunice

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