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A lack of compassionate communication skills

Posted By Penguin27

"A lack of compassionate communication skills"

About: Victoria Hospital / Neurology

(as a relative),

Whilst assisting a relative to the Electroencephalogram (EEG) Department. As we approached the department we were faced with a very unfriendly, unprofessional, unwelcoming Neurophysiology staff member. They did not welcome us into the department. 

Their attitude and hostile behaviour was unprofessional. 

Their lack of compassionate communication skills led to my relative feeling embarrassed and stupid,  which made me very upset and angry that this was the face of the EEG department where vulnerable, frightened people go for investigations to aid diagnosis. 

The reason for highlighting this is not to get them into trouble, but to highlight this horrible experience so this does not happen to other people.

Patients and family are worried and scared coming into hospitals. People's lives have been turned upside down. Care and Compassion received by patients will make their experience a little bit easier. Hostile behaviours will be remembered for a long time for the wrong reasons. 

 

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Responses

Response from Siobhan Mcilroy, Head Patient Experience, Corporate Services, NHS Fife 3 months ago
Siobhan Mcilroy
Head Patient Experience, Corporate Services,
NHS Fife

Submitted on 27/12/2024 at 11:20
Published on Care Opinion at 11:20

picture of Siobhan Mcilroy

Dear Penguin27

My name is Siobhan McIlroy and I am the Head of Patient Experience in NHS Fife. I am sorry for the delay in you receiving a response.

Thank you for taking the time to share your experience regarding your visit to the EEG Department. I wish to sincerely apologise for the unprofessional and unfriendly behavior you encountered from a Neurophysiology staff member. Your feedback is incredibly important, and I am appreciate you bringing this to our attention.

I understand that visiting a hospital can be a daunting experience, especially for vulnerable patients and their families. Compassionate and respectful communication is essential, and I am sorry to hear that this was not reflected during your visit. This feedback will be shared with the team. It is important that all staff members understand the importance of creating a welcoming and supportive environment for our patients and their families.

Thank you again for highlighting this issue, and please know that we are committed to providing care that makes our patients feel valued and respected. Best wishes, Siobhan.

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