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Care Opinion

Disappointed with the service

Posted By D_D94

"Disappointed with the service"

About: Woodend Hospital / Pre-operative Assessment Clinic

(as the patient),

I called up the Pre-Operative Assessment Clinic at Aberdeen today, where I was looking for some information regarding my appointment. Firstly I asked if possible, could I get an earlier appointment - if not then not a problem at all. I was informed that there would not be. The receptionist didn’t offer to look, just said that if that’s the appointment you’ve been given then that’ll be the earliest one available as they  are too busy. 

I then asked what the directions were to the appointment as I only seemed to have one page of the appointment in my envelope. I found the receptionist became very rude at this point and harsh in their tone of voice.  They said that there was clearly instructions on the page and implied that I was just stupid for not seeing it. 

I was very taken aback, as was my Co-worker therefore I thanked them and ended the call. 

I was very disappointed with the service I received today, especially being a health student - we are taught that first impressions are key and that we should be nice to everyone as a rule. 

I honestly hope that they have had some time to reflect and feels saddened that they made someone feel demoralised and now scared to call back. 

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Responses

Response from Linda Oldroyd, Chief Nurse for Surgery, NHS Grampian about a year and a half ago
Linda Oldroyd
Chief Nurse for Surgery,
NHS Grampian

Submitted on 18/10/2022 at 18:31
Published on Care Opinion at 18:31

picture of Linda Oldroyd

Dear D_D94

I was very sorry to read of your experience and can understand why you were disappointed. Courtesy and compassion cost nothing and both are expected of all of our staff.

We have more than one Pre-op assessment clinic in Aberdeen. I wonder if you would be so kind as to tell us exactly which clinic you called so that we can address the concerns you have raised. Whatever happens, I hope that when your time comes your surgery goes smoothly and you make a good recovery.

Kind regards,

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Update posted by D_D94 (the patient)

Thank you for replying.

The department that I called was the Anaesthetics - Pre-Assessment Clinic, with the phone number 01224 556318.

Thank you

Response from Linda Oldroyd, Chief Nurse for Surgery, NHS Grampian about a year and a half ago
Linda Oldroyd
Chief Nurse for Surgery,
NHS Grampian

Submitted on 02/11/2022 at 12:07
Published on Care Opinion at 12:07

picture of Linda Oldroyd

Dear D_D94

Apologies for taking a while to get back to you. I have shared your feedback with the relevant team and the senior nurse has responded.

I have spoken to the reception team and shared this feedback with them.
They were very upset to read this. It is never their intention to cause feelings of demoralisation, scare and upset. The team we have are very hard working and always go above and beyond with patient's both in the clinic and on the phone. They cannot recall the incident but have reflected and will continue to be mindful of the tone and language used over the phone.

I apologise again for your experience and hope that you feel your concerns have been heard and truly listened to. Once again, good luck with your surgery and I hope that all your needs are met with courtesy and kindness as they always should be.

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