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Tripadvisor style pushy staff to get feedback

Posted By marskw96

"Tripadvisor style pushy staff to get feedback"

About: Community Health and Primary Care Services / NHS Tayside GP Out of Hours Service

(as a parent/guardian),

I took my son into the out of hours GP centre in Dundee on a weekend and felt so harassed to put in a great comment by the nurses i saw that i felt really bullied into saying that i would in order to get treated. It was disgusting behaviour when i think back now. 

The first staff member was nice and they took some measurements but then asked me to put in good feedback about them after my appointment - they only took my measurements for goodness sake...what did they want me to say?

The second staff member was quite  pushy through the next part of the appointment. They barely spoke to my son and kept cutting him off. They said he had a virus and to take paracetamol and in the same breath asked me to put in a great comment and kept saying their name and telling me not to forget it. I kept ignoring their comments and i feel like that's why they didn't give my son much time. I felt bullied by their repeated name dropping and request for scanning a code or going onto a website - they even had their name written on a leaflet! 

Is it prizes for good comments at NHS Tayside these days...not this time anyway! Its not tripadvisor. If i had a choice i would rather have seen my GP but that's not possible. I would have complained at the time about their behaviour but i just wanted to get my son home. So here's my great feedback and hope you stop this carry on!!!

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Responses

Response from Catherine Carrie, Senior Nurse, NHST Out of Hours and Angus Minor Injury/Illness Unit, Angus Health & Social Care Partnership last week
We are preparing to make a change
Catherine Carrie
Senior Nurse, NHST Out of Hours and Angus Minor Injury/Illness Unit,
Angus Health & Social Care Partnership

Submitted on 05/06/2025 at 18:37
Published on Care Opinion on 06/06/2025 at 09:10

Dear marskw96

Thank you for taking the time to let us know about you and your son’s experience with the NHS Tayside’s Out of Hours Service. I am very sorry to hear you felt bullied by staff to leave good feedback for the service. This is not how we wish for Care Opinion to be shared with our patients or their relatives.

The Out of Hours Service is actively encouraging patient feedback as it is the best way to hear about the experiences of all patients, both positive and negative. We do therefore promote the use of Care Opinion as a service to ensure the voices of our patients are heard. However, people should not feel any pressure to leave feedback. We expect good care and treatment to be first and foremost at any consultation, so I am disappointed to hear of your experience and apologise for any distress caused at your son’s appointment.

Patient feedback often drives improvement, and I will review how staff ask for feedback, reiterate what the expectation is around this and identify whether there is any training required.

I would also welcome the opportunity to be able to investigate this practice and kindly ask you to contact me at catherine.carrie@nhs.scot and we can make arrangements to discuss your experience further.

Alternatively, if you would like to contact the NHST Patient Experience Team they will ensure your voice is heard and support looking into your overall experience before and during the Out of Hours consultation. You can contact the team at TAY.feedback@nhs.scot

I do hope your son is now recovered or recovering well.

Kind regards,

Catherine Carrie, Senior Nurse, NHST Out of Hours Service

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