"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

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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