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I had to repeat my story several times.

Posted By springlike

"I had to repeat my story several times."

About: Borders General Hospital / Acute Assessment Unit Borders General Hospital / Cardiology

(as the patient),

I was referred to the AAU by my GP because I had high pulse rate and breathlessness following recent insertion of a heart pacemaker.

The main problem is waiting for an examination and/or results. It is stressful not knowing how long you may have to wait, or what is happening. It can seem that different teams do not communicate very effectively. I had to repeat my story several times. Everyone defers to the consultant.

The consultant is very busy of course, but could have been a bit warmer and spent a little more time explaining what they were looking for, what they found, and what the options were. I want to credit the AAU receptionist (June) who was very helpful. She did everything she could to help coordinate the various stages, (X-ray, pacemaker check, etc), and she kept me informed about the likely timing of events. This was really helpful to me and my wife and made us feel much calmer.

I also want to credit the pacemaker technician who explained the device and its checking procedure very clearly. She was reassuring, warm, and a calming presence. Finally, the cardio consultant was excellent, straightforward and very clear. I felt in good hands.

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Responses

Response from Lynn McCallum, Medical Director, NHS Borders 5 years ago
We are preparing to make a change
Lynn McCallum
Medical Director,
NHS Borders

Along with the Director of Nursing, we are collectively responsible for the clinical care delivered within NHS Borders.

Submitted on 10/08/2018 at 14:58
Published on Care Opinion at 15:02

picture of Lynn McCallum

Dear Springlike,

I’m currently on holiday at the moment but log on periodically even when away as I think it’s important to keep up with our patient’s views in relation to their care. This is particularly relevant when a patient or relative has had a negative experience as it gives me time to consider what we can change on my return!

Firstly, thank you for taking the time to feedback to us about your experience. Both positive and negative reviews are used productively in NHS Borders - the positive to feedback to staff and raise morale and the negative to consider carefully what we can do better in similar situations for future patients. Both are equally valued by us as an organisation and more importantly, by the teams working on the ground.

I’m sorry you felt that communication was lacking between the teams but am really delighted that you mentioned June by name as a positive part of your experience. June is a wonderful ward clerkess who consistently displays a caring and empathic attitude towards patients and staff. She is not afraid to bleep the consultant if they are working elsewhere to remind them of a patient waiting in AAU and as a whole team, we recognise what an important component of our team she is! I will definitely forward your kind words to her and remind her (as I do regularly) of what an amazing job she does! I was also sorry to hear that the consultant involved did not offer a full explanation to you but was reassured to hear that the cardiology consultant was able to remedy this.

I need to have a think about how we improve communication across this unit and will consultant with all of my colleagues (admin staff, nurses and junior doctors) in order to consider how we can change our practice. It is a very busy area, sometimes seeing in excess of 25 people in a 12 hour period, which, given the complexities of their medical problems is extreme. However, we need to remain focussed on everyone as an individual and remember that most people there are worried and scared in the face of an unexpected illness.

Thank you once again for taking the time to provide feedback and I assure you, that we will endeavour to make some changes in response!

With best wishes,

Lynn

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