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"Staff member rudeness"

About: Bass Coast Health

(as a staff member posting for a patient/service user),

I like these feedback forms. I went to speak with someone and they were very rude & short to the person before me, so I anticipated that they would treat me the same way when it was my turn. They began with a scowl, until I purposefully held this feedback form in my hand and all of a sudden they were pleasant. It's a shame this has to be used as a bargaining tool to get just basic pleasantries & politeness.

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Response from Jan Child, CEO, Bass Coast Health 6 years ago
Jan Child
Bass Coast Health
Submitted on 7/09/2017 at 7:53 AM
Published on Care Opinion at 9:07 AM

picture of Jan Child

Firstly, please accept my apologies for the delay in getting this response to you. I posted a reply on Friday but I have been told that the cloud gremlins must have got in the way of getting it through so I am posting again!! I was fortunately able to speak with everyone on Friday to understand what had occurred (thank you for your time) and as discussed, I am very sorry about the interaction that occurred. Whilst we understand that staff can sometimes feel very busy, there is an absolute expectation that the interactions we have with our patients and clients is helpful, respectful, compassionate, and in keeping with the values of BCH. I apologise that this was not what you experienced and I can assure you that support and training to our front line staff will continue to be a priority. I can also assure you that the individual involved will be supported to understand the impact of the negative interaction and are better equipped to ensure this does not occur again. I would also like to thank you for the very positive comments about the rest of your service experience, and in particular, your praise of the treating clinician. I have passed that feedback to the relevant staff as well. Thank you once again for taking the time to help us improve our service.

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