"Ward 17"

About: The Royal Victoria Infirmary

Clinical care was excellent however I would suggest the staff sign up for #mynameis I was a day patient receiving steroids for MS relapse. Staff kept me waiting at door for some time, this was difficult for me as I find standing for any length of time causes me pain, an apology for my wait would have been good. Not one singular staff member told me their name. I didn't feel like a person, just part of a treatment regime, and I was there for an hour or so every day for 3 days. Quote from the person who is leading the campaign "it is not just about knowing someone's name, but it runs much deeper. It is about making a human connection, beginning a therapeutic relationship and building trust. In my mind it is the first rung on the ladder to providing compassionate care"

Story from NHS Choices

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Response from The Royal Victoria Infirmary

Thank you for taking the time to post your comments on the NHS choices website. We would wish to apologise for the poor experience you had on ward 17. All of our staff should, of course introduce themselves when caring for patients and we are saddened to learn that this did not occur on this occasion. Your comments have been fed back to the department for action. To ensure the safety of our patients, entry to the ward is via an intercom. Unfortunately it is not always possible to answer the intercom immediately but as you correctly note, an apology should be given if a delay is experienced. Again we would wish to apologise for this oversight. We would wish to thank you for the positive comment you made regarding the clinical care you received while acknowledging that the overall care delivered fell short of your most reasonable expectations. We take all feedback very seriously and will ensure that we learn from your comments.

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