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Care Opinion

Clear communication

Posted By Fredricka

"Clear communication"

About: Lincoln County Hospital / Gynaecology

(as the patient),

I had already had support from the cancer nurse specialist prior to my appointment, which was really helpful.   On arrival, reception staff were friendly.   A medical student asked if she could take my history and explained how that would fit in with my whole appointment.   The medical student communicated well and clearly, and didn't assume that I knew what process the appointment would follow.   When I saw the consultant, she was great, too, and communicated clearly.   I felt that she and the medical student listened to my concerns and wishes and respected them.   My privacy was maintained as well. It might be helpful to remind nursing staff to address patients by their name rather than by calling them darling/sweetheart/my love: I'm sure it's meant kindly but can come across as patronising and an excuse for not knowing a patient's name.   That said, the care from the whole team was very good.

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Responses

Response from Debbie Richards, Gynaecology Outpatients Sister, Trust wide, United Lincolnshire Hospitals NHS Trust 3 years ago
Debbie Richards
Gynaecology Outpatients Sister, Trust wide,
United Lincolnshire Hospitals NHS Trust

Submitted on 27/11/2020 at 15:56
Published on Care Opinion at 15:56

Dear Fredricka,

Thank you for taking the time to leave your feedback after your recent visit to the Gynaecology Outpatients Clinic at Lincoln County Hospital.

Feedback is always welcomed by the team as they are really passionate about providing a patient centred compassionate service, and of course we wish to take on board any comments where we can improve our patients ' experience with us.

I am pleased to hear that you felt the staff were friendly and helpful, and that the care from the whole team was good. It is also pleasing to read that you felt listened to and your privacy was maintained throughout your appointment.

I will ensure that your positive comments are shared with the whole team, and also share how you felt about the terms of endearment by the staff members when reassuring you, and that you would have preferred the use of your name. The staff members are very keen to ensure all patients feel comfortable and cared for, and I am sorry if the use of these words felt patronizing, as I know this would not have been the intention.

Thank you again for taking the time to leave your feedback, the whole team really do appreciate this.

Kind regards

Debbie

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Response from Lisa Marshall, Interim Sister, Gynaecology, United Lincolnshire Hospitals NHS Trust 3 years ago
Lisa Marshall
Interim Sister, Gynaecology,
United Lincolnshire Hospitals NHS Trust

Submitted on 01/12/2020 at 10:04
Published on Care Opinion at 10:04

Hi

Thank you so much for taking the time to feedback, your experience is very important to us to ensure continuous improvements are made within the service. I am pleased that your experience was a pleasant one. However I sorry that you were not called by your name, I will be sure to remind the staff that it is an important part of upholding patients dignity to call them by the name of their choosing. Thank you once again.

Kind regards

Lisa Marshall (Matron for Gynaecology and Breast)

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