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Care Opinion

Experience in CAU

Posted By Boxmum

"Experience in CAU"

About: Forth Valley Royal Hospital / Clinical assessment unit

(as a relative),

Experienced terrible staff attitude and rudeness, felt they were ignoring patient pain.  Unhelpful and really distressing for family members.

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Responses

Response from Jason Graham, Operational Manager, Endoscopy/Renal/Dermatology/Opthalmology/Chronic Pain, NHS Forth Valley 5 years ago
Jason Graham
Operational Manager, Endoscopy/Renal/Dermatology/Opthalmology/Chronic Pain,
NHS Forth Valley

Submitted on 19/03/2019 at 16:35
Published on Care Opinion at 16:39


Dear Boxmum

I am sorry you hear that you had this experience with our staff in CAU. What you describe not what we would expect from any of our staff.

Please contact our Patient Relations Department with more information so we can understand your concerns in more detail

We will discuss this feedback with all our staff in CAU.

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Response from Ann McKean, Senior Charge Nurse, AAU & CAU, NHS Forth Valley 5 years ago
Ann McKean
Senior Charge Nurse, AAU & CAU,
NHS Forth Valley

Submitted on 20/03/2019 at 12:16
Published on Care Opinion at 14:24

Dear Boxum

I would like to offer our apologies for the negative experience you and your family have received whilst your relative was a patient within our CAU unit.

It is unacceptable that any member of our staff was rude and unhelpful and am I sorry for the distress this must have caused you.

I would like to offer you assurances that we take feedback very seriously and respond to any unprofessional behaviours amongst our staff and that the behaviours you highlight are truly unacceptable.

I would like to thank you for bringing this matter to our attention in order for us to make improvements to our unit.

It would be of great benefit to us to discuss the concerns you have raised. Would it be possible for you to get in touch with Pauline Donnelly, Person Centred Patient Experience Coordinator, on Pauline.donnelly1@nhs.net or you can phone her on 01324 566523.

Best wishes

Anne McKean

Senior Charge Nurse

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