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Care Opinion

Person centred?

Posted By Dancing Queen

"Person centred?"

About: Forth Valley Royal Hospital / Adult mental health (Wards 2,3)

(as a friend),

I visited a friend recently in an adult mental health ward in Forth Valley Royal.

We went for a coffee. Patients appear to be signed in and out of the ward. Patient safety and risk management I suppose.   I was surprised to hear the member of staff calling my friend by something other than the name I know them by.  Twice they were informed that this was not my friend's known or preferred name.  We were advised that was the name my friend was known by "in there".  Their manner was rude and I was firm in my response.  My friend told me not to upset myself.  They just accepted it.

My friend told me other unacceptable things which have happened. I will not share these  but given what I witnessed I would be concerned for others.

I don't share this to upset people who may use these wards or visit friends and relatives but to encourage them not to accept any poor attitude and behaviour.  In my opinion in mental health the "how" of healthcare is more important than the "what".

What could be improved? I would like to know that all staff in these wards are reminded of the "how", reminded or introduced to "what matters to me?" as well as the basics of person centred care. I would also like to know how these are being monitored and how staff who consistently fall short are supported to improve or to consider alternative employment.

I hope that should I have to visit anyone in these wards again I will not witness this type of behaviour again.

I don't want to single out any member of staff so please don't ask me to be in touch. I think I have been very clear in my description and request. 

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Responses

Response from Lynn Gibson, Forth Valley Advocacy 6 years ago
Lynn Gibson
Forth Valley Advocacy

Submitted on 23/03/2018 at 09:41
Published on Care Opinion at 11:52

Dear Dancing Queen

I am sorry to hear about your concerns and the experiences of your friend. Our Independent Advocacy Workers are in the adult mental health wards frequently each week and provide an independent service that lets people know about their rights and helps them get their voices heard.

With your friends permission, we would be happy to take more details and/or your friend can contact us directly to make a self-referral to our (free) service so we can ensure they understand their rights.

We can be contacted on 07809 658184 or 01324 557070. You can also reach us through our contact form at: www.forthvalleyadvocacy.com/about/contact/.

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Response from Anne Cook, Service Manager, Mental Health, NHS Forth Valley 5 years ago
Anne Cook
Service Manager, Mental Health,
NHS Forth Valley

Submitted on 02/05/2018 at 11:27
Published on Care Opinion at 11:34

Hello Dancing Queen,

My sincere apologies in the delay I responding, I am sorry this was your experience whilst in the ward, we work very hard to ensure we address patients by the name they wish to be known.

Following your posting the Senior Charge Nurse confirmed again with your friend the preferred name and was informed it was the name we had been using but acknowledged he can be known by another Christian name.

We are also working hard to address good patient centred care and will address poorer attitudes with additional training, supervision and management interventions. I hope this reassures you that we do take this subject seriously

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