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Lack of Person Centred Care

Posted By eweatherwitch

"Lack of Person Centred Care"

About: Queen Elizabeth University Hospital Glasgow

(as a relative),

My adult son who is an in patient and struggles to walk and I were approaching a set of lifts when staff asked if they could help us.  I stated that we were using the lift when they very politely told me that we couldn’t use the lift as it was for patients only.  I explained that my son was indeed an inpatient but struggled to walk.  They advised me that we would need to go to lifts farther away as we could not use these designated lifts for patients.

A porter pushing a patient in a wheelchair led the discussion but there were two nurses present.  The domestics very cheerful directed me to the other set of lifts.  My son had received  bad news earlier in the day and to be treated the way he was was outrageous; lacked sensitivity and the polar opposite of person centred.  I was disgusted.

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Responses

Response from Rachel Pyle, Patient Experience Project Manager, Patient Experience Team, NHSGGC 5 years ago
Rachel Pyle
Patient Experience Project Manager, Patient Experience Team,
NHSGGC

Submitted on 18/03/2020 at 12:36
Published on Care Opinion at 12:36

picture of Rachel Pyle

Hello,

I’m so sorry to hear about your experience at Queen Elizabeth University Hospital (QEUH) and that your son has recently received bad news. We want all of our patients to be treated with dignity and respect and I am sorry that this was not the case for you. I can imagine it must have been upsetting for you both.

I would like to explain that we do have separate lifts for staff who are moving patients to and from surgery, tests and so on. These are separate from the lifts we ask visitors and patients to use.

We ask patients not to use these staff lifts for a number of reasons: so that we can ensure patients get to their test or procedure on time and to protect patients’ dignity as many of the patients being transferred by staff will be acutely unwell.

These separate lifts also help to reduce the time patients and visitors are waiting for the lift as you can imagine, we transfer lots of patients around the hospital every day. I am very sorry this was not explained to you in a respectful way.

I have passed your feedback on to the relevant staff at QEUH to raise with their colleagues.

Best wishes,

Rachel

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