"The need to be empathetic"

About: Royal Gwent Hospital / General Surgery

(as the patient),

Whilst at the maxillofacial clinic in the royal Gwent hospital I received exceptional care from all staff who put my at ease and made my experience so much better. However there was one nurse that put a dampener on what would have otherwise been a good experience (as good as it could be). She Told me herself whilst completing my pre op notes, that she didn't normally work on the department and had come over that morning to help out.

I cannot fault this member of staff for the care she gave me as she was extremely professional however out of every single person I came across in the clinic that day, she refrained from showing me an ounce of empathy. She answered my questions in a short, sharp an almost sarcastic manner that refrained myself from asking anymore as she made me feel so uncomfortable.

It was my first time undergoing a general anesthetic and I was very nervous of this as well as being cannulated.

When this member of staff found out that I am within the nursing profession self, due to a staff nurse had mentioned to her did she no that I the patient was a nurse, the member of staff sternly replied; 'not that it makes any relevance does it'. I was shocked with her manner as although I 100% do not at all expect to be treated differently, did this member of staff realise that it was scary for me being a patient for the first time? That I was nervous as it was my first anaesthetic? That I was nervous to be on the patient side rather than the nursing side?

The other lovely staff nurses had luckily made me feel at ease and a lot more encouraged and not to worry about the surgery and came across as such lovely people who genuinely cared for their patients.

I feel let down that a person of staff with this position made me feel this way at a time I needed reassurance. the member of staff shouldn't be allowed to speak to people in the manner they do and should be reminded of one of the essential skills that all nurses should possess: the need to be empathetic.

One member of staff ruined it for the rest of the great staff.

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Response from Aneurin Bevan Health Board

Thank you for posting this story, and please accept our apologies that the care fell short of what should have been expected.

If you would like us to investigate please get in touch through our website.

Kind regards

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