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Visit to A&E with my husband

Posted By Hope this helps

"Visit to A&E with my husband"

About: Crosshouse Hospital / Accident & Emergency

(as a relative),

Attended with my husband on the advice of NHS 24 after he sustained a minor injury.

Triage nurse was warm and friendly and made attempts to make him feel relaxed and cared for.

Receptionist and ENP made little/no eye contact, we're unsmiling and would benefit from attending customer care training. Both were technically competent but appeared to forget the person they were dealing with and that a visit to A&E can cause patients some anxiety and that a smile and a kind word can make all the difference.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 9 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 11/08/2014 at 14:28
Published on Care Opinion on 12/08/2014 at 09:41

picture of Eunice Goodwin

Dear Hope this helps,

I am glad the triage nurse was warm and friendly and helped to try to relax your husband. Conversely, I am sorry this was not your experience with the receptionist and the ENP. I was once told that if you smile when you answer the phone, people will sense the friendliness and I tend to agree. It is very true that a smile and a kind word can make such a difference and it is quite infectious. (It is the only kind of infection to be encouraged in hospitals). I will pass this to the A/E team for their consideration. Thank you for letting us know about this, I hope if you are unfortunate to have to visit A/E again you get the smile we are all looking for and I do hope your husband has now fully recovered from his minor injury.

Kind regards,

Eunice

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