A few weeks ago I had to attend the Emergency Department Hand Clinic for a routine follow up appointment. There were two clinics underway at the same time so the waiting area was very busy.
As the number of patients decreased I noticed a lady waiting for the fracture clinic who was becoming frustrated and upset thinking she was being ignored.
A member of staff (Occupational Therapist) from ED Hand Clinic noticed the lady. Even though the patient was waiting on a different clinic, the OT took time to reassure and support her and then went out of her way to go and find out where she be going and who would see her.
I was very impressed with the manner the OT dealt with the situation, she showed a kind and caring attitude when it would have been as easy to ignore the patient as she wasn't in her clinic. It was very simple thing to do but greatly improved the experience of the patient by calming and reassuring her.
I know myself that sometimes I feel anxious and lost sitting in waiting rooms in hospital worried that I have been ignored or missed, good to know that healthcare staff like this lady are always around.
"Kindness of staff"
About: The Ulster Hospital / Emergency Department The Ulster Hospital Emergency Department BT16 1RH The Ulster Hospital / Outpatients The Ulster Hospital Outpatients Newtownards BT16 1RH
Posted by aidomac (as ),
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