"Culture and customer service"

About: Raigmore Hospital

(as the patient),

While waiting in outpatients department Raigmore Hospital, a doctor entered the corridor from the consulting room with a patient. Doctor was looking for a nurse to give instructions and couldn't see any nurses in the immediate vicinity. Doctor said to patient that all the nurses have vanished and he bet they were all on a tea break.

This does not seem to be a great culture set from the top when NHS Highland has set out the HQA.

Lots and lots of work to do still regarding culture and customer service.

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Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Dear r1fcuk

Thank you so much for your posting. I am not sure if you are suggesting that the Doctor should have been more corporate or asking why were all the nurses on their tea-break at the same time, but either way, our work to influence the culture, to work better as a team and to improve our customer care is ongoing. Did you feel let down and disappointed?.

The HQA, for those reading and who dont know what it stands for is the Highland Quality Approach. It describes our ways of working, values and behaviour. This approach places an explicit emphasis on how we will make best use all of our resources. It is founded on the evidence that by focusing on quality and being person centred we will achieve better health, better care and better value.

Yes we have some way to go but we are determined to get there.

I will share this with colleagues. Thanks again.

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