Begg Practice St. John's Hill Surgery
one year ago LH
Laura H. 2 years ago • From Google
Poor
There is a member of staff who works here who is an elderly individual, possibly from overseas. There are noticeable differences in communication style that may relate to cultural background and age. I initially hesitated to comment, but I felt it was important to share my experience in case it might prompt a conversation about patient interaction approaches. I received an unexpected diagnosis over the phone and became understandably upset upon hearing the news. This was a significant health concern, and the emotional reaction was natural given the circumstances. I attempted to ask questions and explain my situation to better understand what had happened. During this conversation, the staff member raised their voice, and the interaction became confrontational. They responded dismissively, stating that I was asking too many questions and that they did not have answers to provide. Despite my distressed state at that moment, I recognised that this appeared to be their typical manner of engaging with patients. I suspect their age and background may be contributing factors to their communication style. I do not believe the rudeness was intentional, but the overall approach lacked patience and sensitivity when responding to a patient's emotional reaction to difficult health news. When I adjusted my own tone to be less emotional, the staff member's demeanor improved noticeably. However, this should not be necessary. Healthcare professionals should receive training in delivering difficult news compassionately and should be guided to respond with calm reassurance rather than raised voices when patients show emotional reactions. I would hope that feedback reaches the appropriate manager so that this individual might benefit from additional support or training in patient communication.
Hello, Laura Thank you for sharing your experience with us. I’m sorry to hear about the challenging interaction you had with Nurse Cecilia during a difficult time. It's understandable that receiving unexpected health news, such as an HPV diagnosis, can be very distressing, and patients deserve compassionate support during these moments. Your feedback is invaluable, and I truly appreciate you highlighting the need for training in communication, especially when it comes to delivering difficult news. We want our staff to approach patients with empathy and understanding, and we will certainly take your comments into consideration for future training. It’s commendable that you managed to regain your composure and address the situation positively. We will ensure that your feedback is relayed to the appropriate individuals for further reflection and improvement. Thank you again for taking the time to provide your feedback, and I hope that your future interactions with our practice are more positive and supportive. If there's anything more we can do to assist you, please don’t hesitate to reach out. Best regards, Begg Practice Team
Sebastiano R.