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"Unable to contact ward"

About: Queen Elizabeth University Hospital Glasgow / Elderly Medicine

(as a relative),

I have recently had a parent in ward 8A at the Queen Elizabeth Glasgow for 2 weeks. I have to say contacting the ward has been almost impossible which has lead to worry and frustration on my part. I had no idea if my parent was well or progressing or deteriorating. Most occasions when I called the phone simply rang out unanswered and then cut off, meaning I had to call again. It could take up to 12 attempts of this to get through. I often counted them.

Other times, the phone was engaged for long periods. This could happen at any time of day, even weekday periods where there should be a ward clerk on duty at the desk. I received no progress reports about my parent. The only time the ward proactively contacted me was when they were sending my frail parent home, following no discussion with family. I have to say, being unable to contact the ward easily is downright dangerous and something should be done by management about this.

Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, Patient Experience and Public Involvement Team, NHS Greater Glasgow and Clyde 2 days ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, Patient Experience and Public Involvement Team,
NHS Greater Glasgow and Clyde
Submitted on 18/01/2021 at 08:49
Published on Care Opinion at 11:09


picture of Nicole McInally

Dear User9876

Thank you for getting in touch.

I am very sorry to hear about the difficulties you experienced when trying to contact Ward 8A and the additional worry and frustration this caused. I will share your comments with the Chief Nurse to see how we can improve our communication with families especially when families are unable to visit their loved ones.

Kind Regards

Nicole

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