"My lumbar puncture"

About: Raigmore Hospital / Neurosurgery

(as the patient),

My best friend took the day off work and the consultant neurologist who did the procedure refused when I asked if my friend could stay with me when the procedure was completed.

I know 2 other people who have had lumbar punctures, one performed in Aberdeen and one in Harlow and they had no problem with their partners staying with them.

Come on Raigmore - have a heart! In addition to this I felt the neurologist had no people skills and lacked compassion and empathy.

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Responses

Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Dear Barnat

Oh dear, we don't seem to have done very well here in terms of our Customer Care. I am so sorry.

I obviously don't know the detail and whether there was some particular reason why your friend was not allowed to support you but I will gladly look into it. And I am also very sorry if a member of NHS Highland team looking after you came across in a way which lacked compassion and empathy. We do know its not just about getting the treatment right for patients that matters but also the experience of care we provide. It was good to know though that your friend was there for you and able to support you.

It would be really helpful for me to find out a little more, if that is possible? This will allow me to follow up the points you have made. We are right in the middle of doing more work with staff on Customer Care and so all the feedback we get like this is very helpful. Getting feedback has a big impact on staff especially if we present it in a constructive and supportive way.

I am sorry we have let you down on this occasion and I offer our apologies. Please get in touch if you feel able by contacting my direct line on 01463 704722 or maimie.thompson@nhs.net.

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