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Care Opinion

Many issues that should be addressed

Posted By distal

"Many issues that should be addressed"

About: University Hospital Hairmyres

(as the patient),

outpatients reception and waiting areas in hairmyres has many issues that should be addressed as soon as possible

waiting areas are crowded, there is very little room between the rows of chairs not a lot of room to move or for wheelchairs I see patients and staff having to squeeze past the waiting areas as there is no room

Reception area you line up to book in between waiting area chairs and Drs rooms with again no room to move people having to move around like its a maze and the reception desk is right at the waiting area with no form of privacy. while sat in the waiting area I could hear about 80% of what was being said at the reception desk and who each person was here to see. not very private is it?

to the side of the reception there is a nurses bay while sat in the waiting area there was a nurse on the phone to a patient discussing there health and there medication in full view of staff patients and relatives she was very loud and very brash. during her conversation on the phone the whole waiting room could hear she was talking to a patient with cancer.

also is there no better way for the clinics to be ran than staff standing in a corridor with a trolley and case notes out in the open

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Responses

Response from Cameron Sharkey, Service Manager for Surgical & Critical Care Services, University Hospital Hairmyres, NHS Lanarkshire 5 years ago
We are preparing to make a change
Cameron Sharkey
Service Manager for Surgical & Critical Care Services, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 23/11/2018 at 09:52
Published on Care Opinion at 10:33

picture of Cameron Sharkey

Dear distal,

Thanks for taking the time to provide such honest feedback about your outpatient visit to Hairmyres. I'm really sorry that your experience was poor and you are certainly not the first person to raise concerns regarding the provision of an adequate waiting area in the department.

We have a plan to move the reception desk which in turn will provide an additional waiting area and will allow patients to queue away from the doors of the clinic rooms. We are hopeful to have this work complete early in the new year and I'd be really grateful to hear your thoughts on the new set-up once we have it in place.

I was concerned to read of the nature of the phone conversation which was taking place in public earshot. You will appreciate that given the busyness of the department staff are often working under less than ideal circumstances. That said, we owe a duty to all patients to maintain their confidentiality and it sounds like we failed to do this in the circumstances which you describe. I will ask the Senior Charge Nurse to remind her team about the importance of doing all they can to ensure patient confidentiality.

Thanks again for taking the time to post.

Kind Regards,

Cameron

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Response from Cameron Sharkey, Service Manager for Surgical & Critical Care Services, University Hospital Hairmyres, NHS Lanarkshire 4 years ago
We have made a change
Cameron Sharkey
Service Manager for Surgical & Critical Care Services, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 29/07/2019 at 15:29
Published on Care Opinion at 16:13

picture of Cameron Sharkey

Dear distal,

I' m happy to be able to update you on the changes we've made to the reception area within the Outpatient Department. We now have in place new reception furniture in a configuration which allow the queues to form away from the consulting room. This week we are installing additional power sockets which will eliminate the issues with trailing cables that a number of Care Opinion posters have drawn attention.

I've heard from the staff in the department that these changes have made it a better environment for patients and would be really keen to here your thoughts on your experience following your next visit.

Kind Regards,

Cameron

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