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Poor information

Posted By JC-2019

"Poor information"

About: Glasgow Royal Infirmary / Urology( Ward 70)

(as a relative),

Took my mother in law who is in her 80's to urology department.  The letter said ‘go direct to the main admissions desk’. Arrived at lower ground floor entrance, but no signs for ‘main admittance desk’, but sign for admissions on ground floor.  Took lift to ground floor, no admissions desk. Asked porter who told us to walk up two flights of stairs to admittance desk.  When we got there told by receptionist that the letter was wrong and had been for some time, but no one has bothered to change it. Said just get lift to 5th floor for ward 69. Got to 5th floor and above door it said ‘wards 69 and 70’ went through door and there was no sign to direct us to ward 69.  Wandered about and knocked on locked door where a nurse came out and let us in saying ward 69 along the corridor - but no sign to direct us!!

What a shambles! 

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Responses

Response from John Stuart, Chief Nurse, North Sector, NHS Greater Glasgow and Clyde 4 years ago
John Stuart
Chief Nurse, North Sector,
NHS Greater Glasgow and Clyde

Submitted on 18/11/2019 at 22:57
Published on Care Opinion at 22:57

Dear JC-2019,

Thank you for taking the time to contact us regarding your recent attendance at the urology clinic with your mother in law.

Please accept my apologies for the lack of clear information send to your mother in law in advance of her appointment together with the lack of support offered to you when you attended the Royal Infirmary and tried to locate the clinic.

I have raised your experience with the urology clinical service manager who will investigate the issues you have highlighted.Following their review I have asked the clinical service manager to post a response via Care Opinion.

Yours sincerely,

John Stuart

Chief Nurse.

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 4 years ago
We are preparing to make a change
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 02/12/2019 at 08:47
Published on Care Opinion at 09:08

picture of Nicole McInally

Posted on behalf of Trish McKenna, Interim Lead Nurse

Dear JC-2019

Please accept our apologies for your experience at Glasgow Royal Infirmary. Our senior Urology nursing staff have reviewed the signage and this does require to be updated. The Senior Charge Nurse has contacted our Medical Illustration Department to assist with guidance to ensure that new signage is put in place and that it is clear.

We will also ensure that the information in the letter is updated and accurate.

Please pass on our apologies to your Mother-in-Law.

Kind Regards

Trish McKenna

Interim Lead Nurse Outpatients, Pre-Operative Assessment and Urology

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Update posted by JC-2019 (a relative)

Thank you for taking my suggestion (not complaint) on board. I appreciate that you all work hard under difficult conditions. My hope was to make life easier for both patients and staff. Please pass on my regards for the first class care that my mother in law received.

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