"His manner made me forget the questions I wanted to ask"

About: Crosshouse Hospital / Cardiology NHS Ayrshire & Arran

(as the patient),

The consultant was so cold and unfriendly it was very off putting. Just a smile would have been nice. He fired questions at me about my palpitations and seemed quite irritated I was unable to answer to his satisfaction. I even had to ask him about the results of an ECG I had just taken otherwise I would not have known.

I am not a sensitive or timid creature but his manner made me forget the questions I wanted to ask.

It would have been helpful and more productive if I had been asked to make a note of the number and durations of palpitations I was experiencing, maybe for a week prior to the visit

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear CnC,

I am sorry you felt this person was cold and unfriendly. If only they had used that secret, free tool - a smile. It is easy to underestimate its affect in so many situations.

There are a couple of things we could do now. If you have any further questions, we could arrange for you to speak to someone in the team to answer them if that will be helpful, possibly a phone call if that would suit you.

In the meantime, I will feed this back to the Cardiology team for their reflection too. In order to feed this back to the specific doctor, if that is something you would like us to do, I would need more information from you.

Should you wish to contact me for any of the above options, please call on 01563 826222 or email me on Eunice.goodwin@aapct.scot.nhs.uk.

Thank you for taking the time to share this, this is not how we want our patients to feel when they leave us, and such an important consultation too.

Kind regards,

Eunice

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