Care Opinion

The way I was treated at reception

Posted By Kerryes

"The way I was treated at reception"

About: Royal Victoria Hospital / Rehabilitation

(as the patient),

I broke my ankle so I'm on a zimmer frame. I was struggling coming through revolving doors. There was a staff member in hospital uniform, I asked them would they ask reception to get me wheelchair. The staff member went up and asked and the receptionist looked over at me and said to them, tell me to come up myself. The staff member them came down and apologised and told me I had to go up.

The receptionist sat and watched me struggling to walk up to them. They then looked at me. Another staff member was there and they approached me and asked what I wanted and my name, then told me to take a seat. I was so humiliated and was near in tears. I then had to struggle back to take a seat. The first staff member came back over and asked if I was ok and said that it was ridiculous that the receptionist made me go up there when they had already asked for me.

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Responses

Response from Kevin Patterson, Patient and Client Experience Facilitator, Belfast Trust Wide, Belfast Health and Social Care Trust 4 months ago
Kevin Patterson
Patient and Client Experience Facilitator, Belfast Trust Wide,
Belfast Health and Social Care Trust

Submitted on 12/11/2024 at 10:16
Published on Care Opinion at 10:16

picture of Kevin Patterson

Hello Kerryes

My name is Kevin Patterson I am the Facilitator for Patient and Client Experience for the Belfast Trust, as part of my role I manage the Front of House team in the Royal Victoria Hospital. Can I firstly thank you for posting your story on Care Opinion, this will allow us to learn and change from the feedback that you have provided.

I am so sorry to read that you when entering the building and where struggling that you found it difficult to get a wheelchair, the Front of House team can book a porter to help you get to your loved one or your appointment with a few details such as your name, ward or department etc. You can also contact the team via the following telephone number 02896155000 and book a porter to pick you up at the door, this means you could wait in a vehicle in the drop of zone and a porter will come to you and bring you to your appointment. This is a very efficient service as we have our own dedicated Portering team to help get service users, family and carers to their destination from the main Foyer.

I want to apologies that you felt humiliated and had to struggle, this is something that I will discuss with the Front of House staff at their next team meeting and will be discussing person centred support and care. If you wish to discuss this further please contact me via the following email address PatientExperience@belfasttrust.hscni.net and I will be happy to assist you further.

I hope you are recovering well and that following your feedback the overall experience will be improved.

Many thanks

Kevin Patterson

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