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"They used techniques that communicated well with me"

About: New Victoria Hospital / Day surgery New Victoria Hospital / Theatres, Recovery and Anaesthetics

(as the patient),

I have very recently lost all hearing. I was concerned about communication at hospital and wondered how I would be welcomed and informed in an appropriate manner.

The theatre and day surgery ward staff were Fabulous. All of them, including the surgeon, used techniques that communicated well with me and asked me for my responses. I was kept informed through out. 

The massive difference that this makes to a non hearing person in unquantifiable. Please spread this excellence throughout the medical and wider community.

The reception staff did not appear to as confident in communicating with me and directed conversations to my hearing partner. I feel that they are in a very isolated location and do not get the opportunities to see others engaging.

They probably do not get the same level of practical deaf/ hard of hearing awareness training. Teams working together. Spread the excellence throughout the NHS.

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Responses

Response from Emma Miller, Senior Charge Nurse/Theatre Co-ordinator, Day Surgery Unit, New Victoria Hopital, NHS Greater Glasgow and Clyde last week
Emma Miller
Senior Charge Nurse/Theatre Co-ordinator, Day Surgery Unit, New Victoria Hopital,
NHS Greater Glasgow and Clyde
Submitted on 13/02/2024 at 14:59
Published on Care Opinion at 19:26


Dear Sand4C

Thank you for leaving our unit a Care Opinion feedback post. Feedback from patients is always warmly received by staff.

Totally understandable that you would feel anxious attending hospital with your recent hearing loss and how this could make you feel vulnerable. I am delighted however, to read that the theatre, surgeon and day ward staff helped ease these concerns and that the techniques used to communicate with you was successful, resulting in you feeling informed throughout your time spent with us as a patient. I will ensure that your kind words and appreciation are shared with all of the Day Surgery team. Feedback from our patients certainly keeps the team striving to deliver best care they can every day.

We as a department are working with our learning and education colleagues within Great Glasgow and Clyde and have a staff member within the department currently attending BSL training course, to become the link nurse for our team so we will certainly look to share this training with our reception staff colleagues moving forwards in an aid to improve their confidence.

Thank you again for taking the time to leave feedback, wishing you well with your recovery.

Emma Miller

Theatre Coordinator

Day Surgery Unit

New Victoria Hospital

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