"Attitude is everything - Orthopaedics"

About: University Hospital Lewisham

From the reception staff who would make eye contact and then look away without speaking to you or hold up their hand to stop you speaking, to the Doctor who had the wrong x-ray on screen and didn't introduce himself, to the plaster technician who snapped that we could wait for information about plaster care until he had finished - it was not a happy visit. The best person was the lovely friendly nurse who was running the clinic, who knew what she was doing, what advice to give and smiled. I had to fight to avoid an unnecessary x-ray and that was only because as a health professional I knew how to argue the case. Most of the staff in the department seemed unhappy, bored and surly. Did I mention the person on her phone in the plaster room checking out emails? and it wasn't work. Lewisham's reputation will stand and fall by the attitude of it's staff - and them thinking that patients are the blockage to the smooth running of their department is not a good place for that attitude to start. I have heard similar things from others about this department - you need to sort it out - or your local population won't want to save you next time the axe is ready to fall

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Response from University Hospital Lewisham

Please accept my sincere apologies for the poor attitude you feel was displayed by staff when you visited the hospital. We expect all our staff to show professionalism and courtesy to our patients and I am very disappointed to read that this was not your experience. Although not able to respond to your comments about the treatment you received in clinic I am, however, able to respond to your general observations. I agree that it would not be acceptable for staff to check their personal e-mails and and I am sorry that you found some staff to be unhappy or surly. Thank you for bring your concerns to our attention and we will use your feedback to improve our services and remind staff of the need for professionalism. Karin Hofmeijer, Service Manager Orthopaedics

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