"Poor Customer Orientation from Nurse on Duty"

About: Paignton Hospital

Paignton Hospital is listed as an NHS Walk-in-Centre on 2015 internet, I needed 6 stitches removed - Urgently, and so was delighted to see from their 2014 Customer Feedback that one Customer had reported 5 star treatment for the very same service/treatment as I needed!! - I therefore "walked in" to ask for the same service, the department was empty of customers at the time, but alas, was greeted with a mixed reception from the Staff..... the Receptionist/s could not have been nicer, but sat behind was a Nurse, who was less than happy regarding my simple request, I found myself immediately on the defensive from the nurse's very negative attitude towards me and had to justify my presence for about the next 5 minutes, by pointing out the previous Positive Feedback left for the very same treatment as I needed. The nurse still would not accept it though, and it was really only thanks to my quick thinking, and hence my careful talking, that I eventually managed to get the nurse to remove the Stitches, which took less than 5 Minutes!! - I left grateful but unhappy at the very poor / negative Customer Orientation displayed by that particular Nurse, who had let everybody else on that team down.

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Responses

Response from Paignton Hospital

Dear Customer

Thank you for your feedback. I am sorry that your experience when attending Paignton Community Hospital's Minor Injury Unit (MIU), was overall a disappointing one, though I am pleased that you found the receptionist to be pleasant.

I have passed your feedback to the managers responsible for this service. Without knowing your personal details, it has not been possible to investigate your concerns. As this is a public forum, I would encourage you to contact me directly, using the details below, should you wish to discuss your specific concerns further.

Yours sincerely

Emma Davies

Feedback and Engagement Officer

Torbay & Southern Devon Health and Care NHS Trust

Bayhouse | Nicholson Road | Torquay | TQ2 7TD 01803 217397 feedback.t-sd@nhs.net

FREEPOST (FB)

RRLE-KHTU-ZGEU

Torbay and Southern Devon

Health and Care NHS Trust

Nicholson Road

Torquay TQ2 7TD

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