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Care Opinion

Rude attitude

Posted By Annoyed Boness

"Rude attitude"

About: Falkirk Community Hospital / Older peoples' services

(as a relative),

My dad who is elderly needed hearing aid batteries. He asked me to go up to Falkirk Community hospital to pick them up.

I was not aware of specific times for the clinic etc. However, I was greeted with a very rude person on reception who didn't even give me a chance to speak, held their hand up at me and said ''You'll have to come back at one, I don't deal with that'' I tried to explain they were for my elderly disabled father and they just talked over me again citing it ''wasn't their department''.

I asked them politely for a phone number or someone I could speak to and again they just kept talking over me repeating the same thing. Whilst I understand it was not their dept and now realise there are times for the clinic etc. I left feeling very annoyed at the dismissive, unhelpful and rude attitude and response to me. There really was no need for it. 

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Responses

Response from Pauline Donnelly, Person Centred Manager, Department of Nursing, NHS Forth Valley 5 years ago
Pauline Donnelly
Person Centred Manager, Department of Nursing,
NHS Forth Valley

Submitted on 30/01/2019 at 10:26
Published on Care Opinion at 13:19

picture of Pauline Donnelly

Dear Annoyed Boness

Many thanks for taking the time to get in touch about your recent visit to Falkirk Community Hospital, I was quite upset to hear about your experience, this really is not how we expect people to be treated when they come to visit any of our hospitals. I really am very sorry that you were treated in such a way that left you feeling annoyed and dismissed.

I would like to reassure you that we take feedback very seriously, I have shared your story with a number of staff across Falkirk Community Hospital, we are looking at what we can do to ensure this kind of behaviour does not happen again, I am looking at how I can deliver training to staff, using your feedback to explain to staff how their behaviours can make people feel.

I would be more than happy to discuss your experience, my email address is pauline.donnelly1@nhs.net or you can call me on 01324 566523. I hope you managed to get the batteries sorted out for your dads hearing aid.

Kindest regards

Pauline

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