"Ward leader and lack of efficacy"

Dear Striving to improve standards

Thank you for taking the time to share the story of your experience on Care Opinion. I regret your experience of staff in Ward 5C was not as you expected.

It is clear from your feedback that your experience fell well below the standard we would expect. You have highlighted a number of issues and I want to give them the due consideration they deserve. In the first instance, I would like to speak to the team on Ward 5C regarding the issues you raised. I will then respond to you setting out the measures that we will be put in place to ensure experiences like yours are not repeated.

You will receive this response on the 28th August 2020. In the meantime, if you wish to make contact with me and discuss any further concerns please do so by emailing me at mary.mcgeough@belfasttrust.hscni.net

Dear striving to improve standards,

Thank you for taking the time to post your comments.

Following the initial response last week, and ensuing from discussion with the ward team, I would like to reply to the concerns you had raised.

The team were saddened that your relative’s perception of their attitude was not to the standard that we would expect. The feedback about staff attitude is usually extremely positive; however, they have reflected on your comments and will be mindful in future to ensure all patients are fully apprised of their ongoing plan of care.

The Ward leader is very disappointed that your relative thought they were “being told off” as the ethos of the Ward is to demonstrate respect for patients; the Ward leader has reflected upon this perception. The Ward leader will continue to promote an open and honest culture and act with integrity and candour.

The staff have reflected that while they do not always use the phrase “hello, my name is…” they must be mindful to introduce themselves. The staff do not always wear name badges on their uniforms, as this can be a risk to their safety when there is an aggressive patient on the Ward; all wear identity badges.

The details of the nominated visitors are recorded in a designated book to facilitate track and trace. The importance of this has been emphasised to all staff on the ward to ensure a log of all visitors at ward level is kept on a daily basis.

I am sorry for your frustration regarding the length of time it has taken on occasion to get through to the Ward to book visiting. Unfortunately, this is a very busy Ward with a significant turnover of patients, which means the phone lines can be frequently engaged. When visiting the ward many relatives now book their next planned visit prior to leaving to ensure a visitation time can confirmed for them in a timely manner.

As the government guidelines for wearing face coverings changed on the 10th August advising that face coverings should be worn in indoor public places if unable to socially distance and staff & visitors to hospitals are not exempt from wearing the same. Unfortunately, when the trolley with the masks was at the entrance to the ward, the box of masks disappeared on a number of occasions to such an extent that this was unsustainable and the safety of staff and patients could be compromised. Therefore, to ensure masks are readily available this was relocated to another area of the ward.

PPE guidelines are clear in the Belfast Trust and are displayed in staff and treatment preparation areas. Staff complete all tasks for a patient while wearing their apron; this may include disposing of items in an area outside of the patient’s bed space or the bay. Of note, staff wear a green apron when distributing meals. This apron does not require changing until all meals are served, as direct patient care is not administered while wearing it.

Thank you for providing us with an opportunity to respond. I hope this response addresses the issues raised within your feedback. If you wish to make contact with me and discuss any further concerns, please do so by emailing me at mary.mcgeough@belfasttrust.hscni.net

Mary