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Care Opinion

We felt like an inconvenience

Posted By betafm75

"We felt like an inconvenience"

About: Queen Elizabeth University Hospital Glasgow / Gastroenterology (Stomach and gut problems) Wards 8b, 8c &8d

(as a relative),

My husband was admitted three days ago to the ARU with a suspected bowel complication. The overall nursing care was satisfactory but it was the poor communication skills displayed by the medical staff that was very disappointing. Yesterday evening my husband was reviewed, presumably by a gastro consultant, who I felt displayed a severe lack of social skills. Firstly, the doctor didn’t introduce themself, I felt that their manner was gruff and that they obviously couldn’t wait to get out of the room and move on to the next patient. The consultation was quick and during it the doctor backed towards the door. I’ve never seen anything like it! This made us feel like an inconvenience and unimportant. 

I believe that you have an initiative called ‘my name is..’ which was devised to highlight the importance of introductions when delivering patient care. Does this innovation only apply only to nursing staff? Communication is vital and I feel that it’s importance has been ignored in our care. 

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Responses

Response from Lesley Allan, Rota Governance manager, Clyde Sector, NHS Greater Glasgow and Clyde 4 years ago
Lesley Allan
Rota Governance manager, Clyde Sector,
NHS Greater Glasgow and Clyde

Submitted on 10/05/2019 at 12:36
Published on Care Opinion at 12:56

picture of Lesley Allan

Dear betafm75

Thank you for your feedback, I hope that your husband is now feeling better.

I am very sorry to hear that you and your husband felt like an inconvenience whilst in ARU in the Queen Elizabeth Hospital, no one should be made to feel that way. Communication is vital in delivering excellent patient care and it is clear from your feedback that this was certainly lacking.

You mention the “Hello my name is ...” campaign – this is definitely for all members of staff, whether doctors, nurses, porters or receptionists. The badges are there to remind everyone of the importance of good communication and making people feel that bit more welcome, particularly at a time when people tend to feel quite anxious.

I have forwarded your feedback onto the Management Team in the ARU for them to address your concerns with their team.

Kind Regards

Lesley

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