"Phone manner"

About: Royal Cornwall Hospital (Treliske) / General medicine

(as a relative),

Got a phone call at 4.00pm to say my father would be ready to pick up from the endoscopy ward at trelisk hospital in an hours time. I explained my husband was going to collect him when he finished work at 4.30pm but from lands end so may be a little later and the person's tone changed quickly and i was asked if we can get there any sooner and when i said no because of work, they said well we shut at 6.30pm so as long as its before then. I found this incredibly rude, that tone was not needed. This is a stressful time with cancer scares as it is without rude staff on the end of a phone!

Had they said that in my dads appointment letter, we would of made other arrangements. 


Response from Chrissie Bevins, Staff Nurse, Endoscopy Unit, Royal Cornwall Hospitals NHS Trust

Dear Jeyjey,

My name is Chrissie, I am a staff nurse on the endoscopy unit at Treliske and a Care Opinion responder. Firstly, may I express how sorry I am that your experience was not at all what we strive to provide for our patients and their families and I apologise for any distress this may have caused you.

I have spent time investigating this matter with the team and have raised the importance of our telephone manner to all staff, to ensure that this sort of situation does not arise again. We will also be looking at our pre-procedure advice booklets to see if we can make discharge arrangement instructions a little clearer.

Thank you for taking time to provide the feedback, if there is anything else I can do for you, please do not hesitate to contact me again.

Yours sincerely,

Chrissie Bevins

Endoscopy Staff Nurse

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