"Traumatic Experience - Staff Lacked Any Level..."

About: Stoke Mandeville Hospital / Ophthalmology

I attended an appointment yesterday with my one year old daughter. The clinician that carried out the initial assessment greeted us without smiling, lacked any empathy, did not engage in any way with myself or my daughter, did not explain the assessment and generally lacked any interpersonal skills. Working within Healthcare at management level myself, I was shocked and taken a back by this person's approach to what was a traumatic and anxiety inducing experience. If they had explained the assessment process and had been at all personable I feel that I would have found the experience far less traumatic. Disappointing as I have had all of my children at Stoke and have always rated the service and the staff highly.

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Response from Buckinghamshire Healthcare NHS Trust

Thank you for taking the time to post your comments of feedback of attending Stoke Mandeville hospital with your daughter for her Ophthalmology appointment.

It is disappointing to read that you felt the clinician lacked interpersonal skills, at the initial assessment, who had shown no empathy or had taken the time to offer explanations as to what was going to happen during the assessment. I can understand how unsettling this must have been for both you and your daughter.

We are concerned to learn that this was your experience of Buckinghamshire Healthcare Trust's services. We hope that you may be happy to speak with us in some more detail about your experience, so that we can understand what happened more clearly and explore ways in which we can assist and improve our patient experience.

Please contact our dedicated Patient Advice and Liaison Service (PALS) on 01296 316042 or email PALS@buckshealthcare.nhs.uk