"Great Ultrasound team Unprofessional & rude…"

While I greatly appreciated the professionalism and kindness of the ultrasound team, I encountered several issues during my visit that I feel need to be addressed.

The Waiting Room Experience:

• I arrived early for my appointment at 10:10 am and checked in with the ultrasound receptionist. Despite this, I was not seen until over an hour after my scheduled time.

• During this time, a fellow patient expressed concerns about waiting too long while others with later appointments were being seen first. Instead of responding empathetically, the cardiology receptionist spoke to him in a rude and dismissive manner.

• The cardiology receptionist then engaged in a loud conversation with the ultrasound receptionist, openly criticising the “ultrasound team.” This was highly unprofessional and uncomfortable for those of us in the waiting room.

• Her attitude throughout the interaction was abrupt, as evidenced by her harsh “yes” when welcoming patients.

My Experience:

•When I was eventually asked why I was in the waiting room, I informed the cardiology receptionist I was waiting for an ultrasound. She took my name but provided no further communication.

• After waiting over an hour, my partner, who was present to support me due to my anxiety, inquired about the delay. Unfortunately, the cardiology receptionist responded rudely to him as well, offering no apology or explanation but simply stating that I would be seen next.

The Ultrasound Team:

• Once I was seen, the sonographer, apologised sincerely for the delay and explained that it occurred because the receptionist had not booked me in properly, leading her to believe I had not attended.

• Sonographer and her colleague went above and beyond to accommodate me despite the scheduling error. The sonographer even sacrificed her lunch break to ensure my appointment could proceed. Both professionals were kind, empathetic, and made me feel comfortable, significantly easing my anxiety.

Suggestions for Improvement:

1. Reception Training: It may be beneficial to provide additional training to reception staff on professionalism, communication, and patient care to ensure all patients feel respected and informed during their visits.

2. Improved Communication: Implementing a system to keep patients updated about delays would help alleviate frustration and confusion in the waiting room.

3. Recognition for Staff Excellence: Ultrasound team deserve acknowledgment for their dedication and compassion in what was clearly a challenging situation.

Thank you for taking the time to read my feedback. I hope these concerns can be addressed to improve the experience for future patients.