A simple smile can mean so much

Jennie Ancell sent this very moving e-mail

Having had very good care at The Royal Bournemouth Hospital and Poole Hospital, she then moved to a different area of the country where she had a very different experience.

She writes....

My idea is neither new nor rocket science. Florence Nightingale said it too. Consultants, receptionists - all who have patient contact - should smile and actually speak to patients.

I am hard of hearing but even when I point this out, most staff continue to talk to my back which means i can never attend an appointment without my husband.

I have attended appointments, particularly recently, when I have not received a smile, have been spoken to very abruptly, and left with no dignity or self esteem.

My ideas are simple:

Smile.

Speak respectfully to patients

Train staff in deaf awareness (RNID)

Treat patients as human beings not a number

Even if 'not your patient', a smile costs nothing.