"consultant and the student nurses ..."

About: City Hospital (Birmingham)

(as a relative),

What I liked

consultant and the student nurses were very pleasant and approachable, I just wish I could have said the same for some of the full time nursing staff.

What could be improved

My mother who has dementia was sent an appointment letter to attend city hospital. The letter did not state what the appointment involved.The nurse who attended to my mum started to talk to her, which I could see that mum was having problems understanding what she wanted her to do.I them went on to explain my mothers condition to which the nurse in question rudely said I do know, this is a memory clinic! I feel that some staff need to have their customer skills updated, as dealing with memory loss individuals and their family needs a bit of empathy and understanding.

Anything else?

Communication by letter needs to clearly state department name and the reason the appointment has been made.

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