"An appointment with a friend at The Breast Care..."

About: Southmead Hospital

I wish to remain anonymous as I was going to an appointment with a friend, giving her support.

The facilities themselves were very nice, airy, fresh, plenty of seats, machines for coffee or snacks.

The doctor we saw was brilliant and the nurses were very caring and supportive. I cannot fault them for their care.

There were 2 receptionists that day, however one was the most disgustingly rude person I have ever come across. Considering they work in an environment where they meet and great people who are already nervous, this person had no people skills or empathy. They were rude to us and then rude to others, also impatient and when a lady could not work the coffee machine the receptionist got up from their chair and huffed and puffed and made a complete drama out of helping. Everyone in the waiting area was distressed at their manner.

Not only were they rude to the patients, they were also terse to work colleagues and we all had to watch with great embarrassment as they told another work colleague off, something that should have been done in private.

We all sat that feeling very tense and unhappy with this attitude.

I feel that the managers of that unit should be aware of how awful this person is, everyone else was kind and professional.

She should be monitored and she should not be allowed to speak to people (already stressed) in that manner. I am going to write a formal letter of complaint about them.

Very distressing for us all that day, how do people like this get away with it?

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Responses

Response from Southmead Hospital

Dear Anonymous

Thank you for your feedback about you, and your friends, experience at the Breast Care Centre Southmead. I was pleased to read that your friend’s experience of the facilities and her care were all positive, but very disappointed to hear of the poor attitude of one of the reception staff. Your feedback provides an excellent example of how just one person can sour what others have worked so hard to achieve. We expect all our staff to act in an empathetic and caring manner at all times and to be mindful of the environment they work in.

I will feedback your observations to the Breast Care Service and also pass these on to be used as a learning example in the Trust’s iCARE rolling programme of staff training designed to help staff understand how their actions are perceived from the patients’ point of view.

Thank you for taking the time and trouble to post your views. I hope your next experience of Southmead will be more positive.

Kind regards – Steve Sykes

Advice and Complaints Team.

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