Richmond Hospital

Dear Sir/Madam, I would like to express my concern regarding the attitude and professionalism displayed by some staff members at Richmond Hospital. Patients come to the hospital seeking medical assistance, care, and support during difficult and stressful moments in their lives. Unfortunately, my recent experiences while asking questions or going through registration procedures left me feeling unwelcome and uncomfortable. The attitude shown by certain staff members appeared impatient, cold, and at times dismissive, as though patients were inconveniencing them simply by asking for help. Healthcare is not only about medical treatment — it is also about compassion, patience, empathy, and respectful communication. The way patients are treated emotionally can significantly affect their overall healthcare experience. I sincerely hope Richmond Hospital will review the quality of patient-facing service and provide additional training or support where necessary. Every patient deserves to be treated with dignity and respect regardless of their background, language, or ethnicity. I also hope staff members approach all patients without prejudice or discriminatory attitudes. I understand that healthcare workers are often under pressure and working in difficult conditions. However, professionalism and basic kindness should always remain part of patient care. If certain individuals find it difficult to work in a service-oriented healthcare environment, perhaps they should reconsider whether this type of work is suitable for them. My intention in writing this letter is not to attack individuals, but to encourage meaningful improvements in patient care and communication. Thank you for your attention to this matter. I hope Richmond Hospital will continue working toward a more respectful, compassionate, and welcoming environment for all patients. Sincerely, Frank Tsai

On March 26th, 2026, I entered Surgical Daycare at RGH for knee replacement surgery and 8 hour discharge to home Everyone from the admissions clerk, to the nurses and physicians I encountered were welcoming and excellent at patient centered care. After 40 years of nursing (bed-side, community health and teaching) I observed a cohesive and supportive staff who offered help to each other and really seemed happy at their jobs. Two nurses in particular I would like to send kudos about were Lawrence who admitted me and Ashley who cared for me when I was discharged from the recovery area. The PAR recovery nurse was also excellent. She did tell me her name but in my groggy state I don’t remember her. She did a slick catheterization when my bladder would not cooperate and was quick to respond to alarm bells and do additional observations. Lawrence: Even though I recognized Lawrence as a former student of mine from 23 years ago, he remained very professional and gave great explanations putting me at ease. We both didn’t say anything until later about our previous relationship. He had a very calm, competent and caring demeanour which let me relax and feel less worried. I noticed how well he worked with the interdisciplinary team. Ashley Ashley was very confident and relaxed in preparing me for discharge. She seemed to know what I needed medications, water, lunch and support when first standing. In fact I felt very safe in her care. From faxing prescriptions, to getting extra food trays ordered from the kitchen, to giving excellent discharge instruction sheets with patient specific hand written notes, I enjoyed watching her coordinate care for a number of clients and keeping everyone’s needs straight. All three were super nurses and I felt welcomed and safe and had the best of care.

This is purely in regard to my exceptional experience from the CT Scan department. From answering my inquiry about setting up an appointment, to going out of their way to getting me in on an one day notice (due to cancelation by another patient), to actually getting the scan done. All the ladies have great manners, and are never condescending, nor act like I am a burden or just another number. Thank you: Nicole; Anna; Bonnica; and the gorgeous technician 😍 (Sorry I never even asked for your name. I was so mesmerized).