"Consultant and nursing aux very ..."

About: St Richard's Hospital

(as the patient),

What I liked

Consultant and nursing aux very helpful, etc. listened to me and involved me in ongoing treatment decisions - what did I want?? allowed me to make an infomred decision

What could be improved

Walking through the corridors saw a woman with a buggy and child crammed against the wall because a bunch of doctors walking 4-abreast wouldn't give way. they basically ignored her and didn't even say sorry. Also whilst waiting for my appointment, staff calling other patients in were very abrupt and didn't say please, thank you etc.

So attitude needs to improve. Was I lucky to have nice staff attending to me or was I unfortunate to witness a couple of limited occurrences of rudeness/arrogance?

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Responses

Response from St Richard's Hospital

Dear Sir/Madam

Sincere thanks for taking the time to share your observations with us. St Richard's hospital is committed to providing patients with a first class experience, so we truly appreciate being told when we've got it wrong. I can assure you that it wasn't merely luck that you had nice staff attending to you, and I can only apologise on behalf of those who gave you the impression that they were rude. We run a patient experience programme at St Richard's where getting the basics right is a core value, so I'm sorry that our usually high standards didn't appear to be evident in some respects when you visited us. Rest assured that I will pass your valuable feedback to our training manager who will no doubt want to share your comments in our patient experience programm. It would greatly assist us if you could let us know which clinic you attended so that we can focus our efforts - my contact details are below. In the meantime, many thanks again for writing to us.

Yours faithfully

Tara Lennon-Jones

Head of Marketing & Business Development

on behalf of St Richard's Hospital

tara.lennon-jones@rws-tr.nhs.uk / DD: 01243 831550

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