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Care Opinion

Pre-op assessment

Posted By BD44

"Pre-op assessment"

About: New Victoria Hospital / Outpatients

(as a service user),

I had an appointment at the pre-operative assessment clinic at the new Victoria hospital in Glasgow as I was for investigations for possible throat cancer. As you can imagine, the whole ordeal was very distressing. I was very nervous attending my appointment, I went straight to the clinic and found the reception area empty. I was met with a sign telling me to use the self check in but I didn't know where it was and I started to panic that I may be late for my appointment if I need to leave the department to look for it. At that, a nurse appeared, ignored me and walked behind the reception desk. I approached and asked if I could check in. The look they gave me would have soured milk and very curtly told me to use the self check in and where it was located. Then they  brusquely left. I was humiliated and could feel myself becoming very anxious, praying this nurse would not be attending to me at my appointment. I had to stop a member of staff in the corridor to show me how to use the self check in machine as I am not a frequent visitor of hospitals.

Thankfully I was seen in clinic by another nurse, Kerry, who was so warm and knowledgeable and really put me at my ease. 

The good news is, following my investigation, I got the all clear. 

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 5 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 26/11/2018 at 09:25
Published on Care Opinion at 11:30

picture of Nicole McInally

Dear BD44

Thank you for bringing this to our attention. Please accept my sincere apologies for the upset and the distress this caused, attending a hospital appointment can be worrying enough without having any additional distress.

I am sorry to hear about the attitude and behaviour of one of our staff. This is not how we expect our staff to treat patients, family members, carers or visitors. I am glad that Kerry was able to put you at ease.

I will share your feedback with the department so that they are aware of the issue regarding the self check in kiosks so that we can learn from your experience.

I am pleased to hear that you got the all clear.

Best wishes

Nicole

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 5 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 22/02/2019 at 12:17
Published on Care Opinion at 15:37

picture of Nicole McInally

Dear BD44

Thank you for posting your feedback on care opinion and I apologise for the delay in responding to the concerns you raised regarding the behaviour and attitiude of the nurse in Preoperative assessment at the New Victoria Hospital.

We are committed to providing high quality care and treatment to our patients and I would like to thank you for bringing your concerns to our attention. I sincerely apologise for your experience and offer my assurance that your feedback has been shared with the nursing team and addressed with staff involved. I have also shared your feedback with Health Records colleagues as the reception and self check in process is under review and your comments will assist in understanding areas of focus.

Many Thanks

Audrey Anderson

Lead Nurse

Out Patient Services - South Sector

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