"A couple of minutes would have put my mind at rest"

About: Glasgow Royal Infirmary / Gastroenterology

(as the patient),

I had an appointment (May 2019) for a Breath Test for Helicobacter.I had called a few weeks prior to it to ask about something that i was a bit anxious about and was told by receptionist Nurses too busy to come to the phone and not to worry the test is nothing to worry about, you will be okay.I asked if i could leave a message and maybe when a Nurse had time they could call me back and calm my anxiety about test.Once again, no was the answer and too busy. Tone was not very nice at all by Receptionist.

Anyway fast forward to now and i had the test done and the Nurse could not have been any nicer,caring and kinder to me, explaining every part of test and putting me at ease as much as possible.I think Receptionists need to understand that some of us worry and have anxiety about appointments/tests and not just brush us of with you will be okay, they just made me feel worse.I understand NHS are all busy. but a couple of minutes would have put my mind at a little rest if someone(nurse) could have spoke to me.I used to work for the NHS and i do understand the pressure they are under.

Thank you again to the Nurse who was with me, i so appreciated her care.

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Response from John Stuart, Chief Nurse, North Sector, NHS Greater Glasgow and Clyde

Dear Dainty,

Please accept my apologies for your recent experience when you called into the Gastroenterology Unit seeking advice. I do appreciate that being asked to come into hospital for any test can be a particular anxious time for our patients and I very much regret the experience you had with our staff when you telephoned the unit.

I will investigate this with the manager concerned and it would be helpful if you are able to confirm the telephone number you called and the date and time of this.

Thank you for your kind words regarding the care you received when you attended the unit. It is always heartening for your staff to receive such positive feedback and I will ensure that your comments are fed back to the nursing team.

Yours sincerely,

John Stuart

Chief Nurse.

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