"Minor Injuries Reception"

About: New Victoria Hospital / Minor injuries unit

(as the patient),

Visited the MIU for the first time. The Reception Desk consists of several full length completely sealed glass panels over the desk. Staff appear to hear patients OK but what they said in reply wasn't so clear ( and no I am not hard of hearing). One of the staff was making a follow up appointment for me and was standing up and said something to me. I almost had to lip read to know what she said.

I noticed what looked like small speakers on the ledge on the patients side but I'm not sure if they were ..certainly there was no sound coming from them.

I'm guessing this is to do with staff safety but but why not put a slot at the foot of the glass or install an aperture at face level ......also when I was given my appointment letter it had to be pushed up through a slot in the desk ..all very unfriendly.

Needs looking at.

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Response from Paul Cannon, Head of Administration, Acute Services Division, Greater Glasgow & Clyde NHS

Thank you for taking the time and trouble to provide your very kind feedback.

I will ensure that this is passed on to those involved, just for your information I think that the small speakers you refer to are for patients with hearing impairment and sound as though they may be part of the Induction Loop System we are obliged to provide under the Disability Discrimination Act. However, I can sympathise if you felt that the service provided to you was impersonal. As you mention in your posting the glass and other security measures are there to protect staff, unfortunately incidents do occur and we have to take the safety of our staff very seriously indeed.

I am sorry that this posting was not acknowledged at the time, we had a break in our use of Patient Opinion, but we have now resumed doing so, and I thought it was still important to acknowledge your posting and where appropriate to pass comments on.

Once again, thank you for using the Patient Opinion feedback system, it is greatly appreciated.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful