"Great service overall, however....."

I had an outpatient appointment here a few weeks ago and all the staff from Reception to Consultant were very professional and very pleasant.

My preoperative assessment was done over the telephone a week ago and again the nurse was very professional and very pleasant. I was given plenty of opportunities to ask questions and given a number to call if I thought of anything later.

Today was my operation and again the Healthcare Assisitants, Nurses, Student Nurses, Consultant Surgeon and Anaesthetist were very friendly, pleasant and professional. And thanks to a fantastic anaesthetist I have felt the best after a General Anaesthetic that I've ever felt.

However the Receptionist this morning needs some training on dealing with anxious patients! I was extremely nervous and so when I was still sitting in the waiting area 10 minutes after I was told to arrive I started to panic a bit. I had been told by my preoperative nurse that I needed to be there on time so I could be seen by everybody, prepped, anaesthetised and into theatre for a certain time. Perhaps my tone was off with the receptionist and for this I am sorry, but as I said I was extremely nervous and now anxious; their tone with me was dreadful. And even worse was the way they looked at me when I did get called through a further 10 minutes later. I work in healthcare and when patients are nervous and anxious they can be stroppy but a kind word of reassurance goes a long way in comparison to curt, snappy rudeness and being glared at.

Story from NHS Choices

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