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Professional staff made my mums stay better

Posted By rogershawlands

"Professional staff made my mums stay better"

About: Queen Elizabeth University Hospital Glasgow / Cardiology (Heart Conditions) Wards 6c & 6d

(as a relative),

My mum was admitted to the Queen Elizabeth and stayed a few days in Ward 6C, while her heart was troubling her the ward she was in helped her feel relaxed because of the attitude of staff.

All of the nurses my mother spoke to were incredibly polite and reassuring, no one seemed to mind answering my mothers questions or even having a laugh with her. When they did answer questions, they seemed very knowledgeable but they explained it all very well.

The auxiliary nurses too were also very professional, coming into my mothers room for various reasons to do things like changing the bed, it was like a hotel. My mother also says that they even had a laugh with my mum and helped take her mind off of her condition. Last but not least, my mother would like to thank the cleaning lady who kept my mums room shining every day.

We did run into a bit of a trouble when we ended up in a staff lift, a porter didn't seem very happy with us but politely directed us to the visitors lifts "for next time".

The hospital is very poorly signposted so we didn't even know the lifts were only for staff, that's one drawback we encountered in our visits. Another would be the smokers at the front door, it's disgusting.

We got her home before the weekend and just in time to come on holiday with us, thank you once again to all the staff on Ward 6C and at the QE hospital, you are all a credit to the NHS and we just want you to know how much of a difference you all made to a scared elderly lady.

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Responses

Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde 6 years ago
Lisa Ramsay
Patient Experience Public Involvement Team Support,
NHS Greater Glasgow & Clyde

I work in a small team within NHS Greater Glasgow & Clyde. Part of the team’s role is to support patients and carers through our feedback systems which will help to improve the services we provide. On Patient Opinion, I support Lorna Gray, Patient Experience Public Involvement Project Manager, and Niall McGrogan, Head of Patient Experience Public Involvement.

Submitted on 16/08/2017 at 12:26
Published on Care Opinion at 13:32

Dear rogershawlands

Thank you for taking the time to post on Care Opinion. Firstly, I would like to say that I am pleased to read that your mum was able to get home and go on holiday with you and your family.

Being admitted to hospital is a scary time for patients, especially for some of our elderly patients and I am happy to read that our staff helped make a difference to your mum's care. What you have described in your post is exactly the type of person centred care that we aim to deliver to all of our patients. Whether that is from answering all of their questions politely, whilst being reassuring at the same time, down to laughing with patients that enables them to take their mind of how they feel, as well as having their care delivered in a clean environment.

I am sorry to read about what happened with one of our porters and our staff lift, as well as the signage and smoking at the front door. I will share your concerns with my colleagues in Facilities. I will also share your kind words with General Manager of Cardiology in the Queen Elizabeth University Hospital. The staff in ward 6C will be delighted to receive your feedback and to know that your mum was able to go on holiday too.

Best wishes
Lisa

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Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde 6 years ago
Lisa Ramsay
Patient Experience Public Involvement Team Support,
NHS Greater Glasgow & Clyde

I work in a small team within NHS Greater Glasgow & Clyde. Part of the team’s role is to support patients and carers through our feedback systems which will help to improve the services we provide. On Patient Opinion, I support Lorna Gray, Patient Experience Public Involvement Project Manager, and Niall McGrogan, Head of Patient Experience Public Involvement.

Submitted on 17/08/2017 at 13:30
Published on Care Opinion at 16:28

Dear rogershawlands

I would like to reiterate Lisa’s response and I hope your mother is recovering well and enjoyed her holiday.

I have passed your kind comment regarding the Domestic Assistant in Ward 6C to our Professional Lead (Domestic Services) who will ensure they are aware of your sentiments.

I am pleased the Porter spoke to you politely regarding the staff lift. The ‘staff lifts’ also include lifts dedicated to patient transfer and the Porter may have been concerned that there were other patients, wheelchairs, and patients on trolleys present. There is ‘staff only’ signage on the doors, but I understand that this may not have been seen.

A Wayfinding and Signage Group has been established and all related comments are passed direct to them. I will forward on your comments regarding lack of signage to the lifts so that they can look at this and make the appropriate changes.

As you are likely aware, smoking is not permitted on NHS Grounds (e-cigarettes being the exception). Smokers should be challenged, however the population is constantly changing, making this a challenging task. We will continue to ask smokers to extinguish their cigarettes and inform them they are not permitted to smoke on NHS Grounds and where the nearest campus exit is where they can go if required.

Please accept my apologies that there were issues that impacted upon your experience.

Regards
Mandy Machell, Deputy Site Facilities Manager

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