"Pleasant medical staff - shame about the..."

About: Burnley General Hospital

My wife had to take our adult autistic daughter to Burnley Urgent Care centre this afternoon after she fell down the stairs. As part of her condition she has very specific needs. My wife was reluctant to shout the details of these to the receptionist through the perspex shield, so she wrote them on paper and asked if they could be passed to the relevant medical staff so they could be forewarned. The receptionist refused to do this, telling my wife she should mention it herself when our daughter was seen. She found her attitude dismissive and unhelpful. We would hope that in this day and age hospital staff would be aware of how to deal with patients with special needs so they can be afforded a little dignity and avoid unnecessary distress. I am pleased to report that the approach of the medical staff was unfailingly friendly, sensitive and helpful.

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Responses

Response from Burnley General Hospital

Dear Anonymous Many thanks for your feedback on your experience of our Urgent Care Centre, and thank-you for taking the time to do so. I will make sure your appreciation is passed onto the team about the nursing and clinical care that you received; however I am sorry to hear about the experience that your wife had with one of our receptionists and can only apologise that this happened. I have contacted both managers- for the nursing staff in UCC and also the reception staff- and it would be very useful for us if you can identify exactly when your wife and daughter visited the UCC so that we can identify the member of staff and make sure that this does not happen again to anyone. We do have training that all of our staff are required to attend relating to ensuring that every one of our patients is dealt with in a sensitive, caring and appropriate way; and the manager for the reception staff would appreciate knowing if this needs refreshing with any specific individuals. Please could you get in contact with me on the details below so that we can address this? Also if you/ your wife would like to talk through the visit to us with one of our Patient Experience team so we can understand the bits of your experience that made this both a good and, in elements, poor visit for you we would really value this so that we can try to improve our care for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471/ 01254 733704 or email me on wendy.stobbs@elht.nhs.uk. Or if you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Many thanks again for commenting and best wishes to your wife and daughter Wendy Stobbs, Senior Patient Experience Facilitator

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