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Ward phone not being answered

Posted By Sima4

"Ward phone not being answered"

About: Queen Elizabeth University Hospital Glasgow / Older Adult Medicine (Wards 51, 54 and 55)

(as a relative),

I wanted to speak to someone in Ward 55 in Langlands at QEUH Glasgow. I wanted them to let a patient know that I would not be able to visit today because I was advised there is flu in the ward.  I started trying in the afternoon and tried about every 15 minutes for a couple of hours.  I checked with the main switchboard in case there was a fault.  I eventually got through after an hour and a half.  I asked the nurse I spoke to to pass a message to the patient but I was not sure they understood me.

I tried again in the evening to ask how the patient is and if she received my message.  No-one answered, again.  I am now facing the possibility of another couple of hours trying to get through.

As there is flu on the ward I am sure there must be other people facing the same struggle to communicate with the ward at what is a very stressful time, with a relative unwell.

The ward is excellent and I am very happy my relative is there, apart from this issue. 

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Responses

Response from Emma McDonald, Lead Nurse, Older People and Stroke Services, Queen Elizabeth University Hospital, NHS Greater Glasgow and Clyde last month
We have made a change
Emma McDonald
Lead Nurse, Older People and Stroke Services, Queen Elizabeth University Hospital,
NHS Greater Glasgow and Clyde

Submitted on 10/12/2025 at 17:57
Published on Care Opinion on 11/12/2025 at 10:18

Hello Sima4,

Thank you for providing this feedback. I am very sorry that you were not able to get in contact with the ward, I understand how frustrating this must have been. I have personally spoken with the nurse in charge today to ensure that the deck phone is carried at all times so that relatives can reach the ward.

The ward is not currently closed due to influenza. I apologise if this was the information you were given. At present, NHS GGC has precautions in place requiring both staff and relatives to wear face masks in clinical areas due to an increase in influenza.

The ward DECT phone, carried by the SCN or CN, is 0141 201 2768 or 0141 201 2796.

Once again, please accept my apologies for the difficulty you experienced when trying to contact the ward.

Kind regards,
Emma McDonald
Lead Nurse, OPSS
QEUH

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Sima4 (a relative)

Thank you very much for your response. I am pleased that it is being made easier for relatives to contact the ward.

However,

On the day after this happened, we continued to try to call the ward, with no success. We decided to go to visit. When we got there, in the afternoon, we were informed that my relative was no longer in the ward. I asked where she was. I was told she was "probably" in 8A. I asked the nurse to check as she still didn't volunteer any information without my pushing. She then had a look on the system and found my relative in 8A and gave me the room number. I asked why my relative had been moved and was told she didn't know. This was worrying as I know 8A is an acute ward.

When we went to 8A we were told she had been moved because she had been exposed to flu and could now be in a room on her own as protection for her and for the staff. I understand and am pleased this action was taken to protect the patient, other patients and staff. But it was rather worrying and stressful that we hadn't known she had been moved or when. I note that the nurse on 8A was surprised we hadn't been told.

Again I have no issues with the care being given, but the lack of communication was again quite stressful.

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