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Clear explanations

Posted By Notobullying

"Clear explanations"

About: Queen Margaret Hospital / Urgent Care Centre

(as a service user),

I attended with my child due to worsening cough, rash and high temp. He is autistic and finds the whole experience very stressful. I was called in by a clinician who managed to immediately calm my son with some dinosaur toys. They explained to him that they need to examine him to help ,make him better but that only if he was ok and that he could say no at anytime - I have never seen him so relaxed!

Unfortunately, I then witnessed this staff member getting scorned by another more senior member staff. I didn't like this attitude and hope that there is support for the people involved. 

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Responses

Response from Martyn Berrie, Clinical Services Manager, Urgent Care Services Fife and North East Fife Minor Injury Units, Fife Health and Social Care Partnership last month
We are preparing to make a change
Martyn Berrie
Clinical Services Manager, Urgent Care Services Fife and North East Fife Minor Injury Units,
Fife Health and Social Care Partnership

Submitted on 15/03/2024 at 11:14
Published on Care Opinion at 11:16

Dear Notobullying,

I would like to thank you for taking the time to post your feedback. I am sorry to hear that your child has been unwell, and I hope they are continuing to get better. I am very pleased to hear that the Urgent Care clinician's approach was calming and reassuring for you and your child.

As the Clinical Services Manager for Urgent Care, I am truly sorry to hear that you have witnessed poor professionalism by a member of the team during your visit. With this in mind, I would be keen to talk with you further regarding your feedback and this will enable me to investigate, initiate change and allow for constructive feedback to those involved.

Please contact me at martyn.berrie@nhs.scot with your contact details and I shall ring or email you right back.

I look forward to hearing from you.

Best Wishes,

Martyn

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Update posted by Notobullying (a service user)

This happened at the diabetes centre last week. I don’t want to cause any trouble as I have to come often with my son. I just wanted to know that the staff member is ok, as although still smiling, I think they were upset.

Response from Siobhan Mcilroy, Head Patient Experience, Corporate Services, NHS Fife last month
Siobhan Mcilroy
Head Patient Experience, Corporate Services,
NHS Fife

Submitted on 18/03/2024 at 16:12
Published on Care Opinion at 16:12

picture of Siobhan Mcilroy

Dear Notobullying

My name is Siobhan McIlroy and I am the Head of Patient Experience. NHS Fife welcomes all feedback, so thank you for taking the time to post on Care Opinion. I am sorry for the delay in you receiving a response.

I am pleased you had a positive experience with your son and I hope he has made a full recovery. I am sorry you experienced some poor professional behaviour, this is not acceptable and not what we would expect from our staff or who we would expect them to treat each other. Thank you for calling this out and I note Martyn has reached out to you to discuss it further. We will ensure your comments are fed back to the service.

Thank you again for sharing your story, best wishes and take care, Siobhan

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