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Care Opinion

Poor communication

Posted By pavoww78

"Poor communication"

About: King Edward Memorial Hospital / Agnes Walsh House

(as the patient),

I stayed in Agnes Walsh Home for few days. On the first time I went to the canteen to get food I was told to take the food first then go to cashier to mention my name and room number. I found the cashier to be extremely rude. In my opinion, the cashier shouted at me, asking me to give them my name before taking food. This person shouted in front of everybody and made me so embarrassed. I was already stressed because my baby was not well in the nursery. I went back to the room and cried for few hours.

Why would this person do that to me? We're all adults, why can't the cashier talk nicely. I am very certain that this person discriminate against me because I am of another nationality.

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Responses

Response from Graeme Boardley, Director Midwifery, Nursing and Patient Support Services, Women and Newborn Health Service, King Edward Memorial Hospital 6 years ago
Graeme Boardley
Director Midwifery, Nursing and Patient Support Services, Women and Newborn Health Service,
King Edward Memorial Hospital

Submitted on 9/03/2018 at 6:30 PM
Published on Care Opinion on 12/03/2018 at 10:21 AM

picture of Graeme Boardley

Dear pavoww78,

Thank you for taking the time to write about your experience at King Edward Memorial Hospital. I am sorry that your felt a member of our catering team was rude to you when using our dining room. I have spoken to the Manager responsible for this area and he has reiterated the process for women staying in Agnes Walsh House and accessing their meals. The advice given to you initially was the correct information – women are to be served their food then proceed to the cashier stating their name and room number. The Manager will address this with all members of the team to ensure this does not happen to anyone else. Additionally, staff will also be counselled on appropriate communication and again I apologise that you found the cashier was rude to you and for the upset it caused.

I am concerned that you feel the interaction was related to your nationality, as we embrace diversity and expect staff to treat all people with dignity and respect. We will remind catering staff of this.

Thank you for bringing this matter to my attention and I hope that you and your baby are both doing well.

Yours sincerely,

Graeme Boardley

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