"Specialist nurse said she would do..."
About: Royal Shrewsbury Hospital Royal Shrewsbury Hospital Shrewsbury SY3 8XQ
Posted by Anonymous
What could be improved
Specialist nurse said she would do procedure and then said (weeks later) that she will not do it and for no particular reason - she gave no reason. I found this to be stressful (obviously) and I could have done without the stress. She tried to pin blame on me as she did not make efforts to arrange the appointment for a while so I rang appointments and sorted it and they talked to her and she initially agreed that she would do it and that she would be in that department but in actual fact she was not in the chosen department and should have told the appointments staff that she would not be there in that clinic. For some unknown reason, another appointment which I did not know about had also been made and had also cancelled the appointment they initially gave me! Very disorganised indeed and in no way is that the patient's fault. They should have arranged it properly and actually communicated.
Please send your staff on efficiency, customer service and communications courses as they really do need it. The nurse's attitude does not bode well for patient confidence and trying to blame the patient is very unprofessional - an apology would have not gone a miss for the errors and for wasting my time (precious time that could have been spent doing something else or getting better care). Treating patients with respect seems something that is not done anymore. Also, stop blaming the patients for errors. It is not their fault. They are the poor people who are suffering and do not deserve such disrespect.