"Outpatients experience mixed"

About: Glasgow Royal Infirmary / Cardiology

(as the patient),

I attended the Outpatients Department last week, I was not impressed. Firstly I had been told to go to Area 4, there was no mention of area 4 being inside Clinic 1, so I wasted time trying to find Clinic 4. Thankfully a member of the cleaning staff stopped me and directed me.

On arrival, the clinic was very busy, the 4 receptionists were busy discussing their Christmas Shopping and eating sweets, they scarcely looked at the patients queuing for seats, and dismissed them with a "Sit over there. "

The Nursing staff I saw were scruffily dressed and leaning against the wall, one was eating food from her pocket. They said very little to anyone.

The temperature was stifling in the department, and the plastic chairs made it worse.

I am a retired Nurse, and I was very dissapointed in the lack of professionalism shown by the staff I have mentioned, both in their manner and appearance.

I appreciate that it is a busy place, but I suggest that Nurses welcome patients, make sure the receptionists have the correct details, and as an elderly lady was left in a wheel chair for almost an hour, that needs are attended too.

The Nursing staff represent the hospital, a smart appearance gives patients confidence.

The ECG technician was obviously under pressure, and as all 12 lead stickers were snatched off with rapidity, I felt that the technician had missed their calling and should be working in the waxing department of a beauty salon.

I was, however, pleased by the treatment of the medical staff, who were informative and helpful. Unfortunately the rest of the department let them down.

I am thankful that I shall be having surgery at another Hospital.

I am well aware that Nursing has changed over the years, I retired in 2003, but politeness and professionalism has not.

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Response from Paul Cannon, Head of Administration, Acute Services Division, Greater Glasgow & Clyde NHS

Thank you for taking the time and trouble to provide your feedback.

I am sorry that this posting was not acknowledged at the time, we had a break in our use of Patient Opinion, but we have now resumed doing so, and I thought it was still important to acknowledge your posting.

You raised a number of issues that are of concern and I have passed your comments on to the manager responsible for these services to share your experience with local staff.


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