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All you have to do is talk to us

Posted By beagsie

"All you have to do is talk to us"

About: Crosshouse Hospital / Combined Assessment Unit (CAU)

(as a service user),

I was told to be at CAU by 1pm for a blood sample to be taken. I arrived at 12.50pm. Having waited for nearly two hours, I went to Reception and was told the place was very busy. Fair enough but by this time the waiting room was virtually empty. A staff nurse was summoned and she took blood at 14.45. It took 5 minutes to do this.

If there was some method of explaining delays or showing estimated waiting times, it would take some of the frustration out of just sitting for hours wondering what is happening. I felt totally abandoned with apparently no staff caring very much.

I don't fault the  clinical care, but abandoning everyone to just "turf it out" is no way to be treated. All you have to do is talk to us, particularly those who have been waiting a while. We don't bite.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 7 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 26/03/2018 at 16:02
Published on Care Opinion at 19:18

picture of Eunice Goodwin

Dear beagsie,

You make such a valid point, it is all about communication after all. It is likely that a lot was going on behind the scenes, that is usually the case, but if we know that, then we can understand. I think the 'not knowing' is very difficult to cope with, it makes things seem worse, even pain.

I am so sorry you felt so abandoned and uncared for. I will share this with the tem and management to consider how to address this.

I hope you are well now,

best wishes,

Eunice

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

Update posted by beagsie (a service user)

Thanks for your reply. I have absolutely no concerns about clinical care and do appreciate that at times the CAU is very busy. I have been there a number of times in the past week for treatment and tests and was well taken care of. A case in point was the results of a blood test which would have taken nearly a couple of hours. The Staff Nurse (Connie) helped me out by arranging for a telephone call to be made instead of having to wait longer. Some more lateral thinking might be good, such as this.

Thankfully tests for a suspected blood clot/DVT were negative.

Thanks for taking the trouble to get back to me.

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 7 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 27/03/2018 at 12:11
Published on Care Opinion at 13:16

picture of Eunice Goodwin

Dear beagsie,

You are most welcome.

I am glad your test result was negative. Feedback is an invaluable tool to help us to shape and grow and it is very much appreciated. I am a great believer in lateral thinking too.

I will be able to pass this positive aspect to Connie, I am sure it will make her day.

Thank you again,

Eunice

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