First Impressions
Posted by Esther at 4.44pm on 13 October 2009
People who provide a service don’t always think about their own behaviour and its impact on others. Take a look at this scene which depicts a common complaint made about the way in which people are welcomed (or not) into a care setting. This woman -- Ilene - is already worried about her appointment, and this experience will do nothing to reassure her that she will be treated with dignity and sensitivity. What do you think?
This scene comes from Ilene’s Story, a DVD resource that we”ve developed to support NHS staff to consider care practice from the patient’s perspective. If you’d like more information about Ilene’s Story then please get in touch with me.
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Tags: customer care, NHS, patient's experience