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Care Opinion

Relatives recent stay in B3

Posted By Maysie

"Relatives recent stay in B3"

About: Antrim Area Hospital / Ward B3 Cardiology

(as a relative),

My mother was moved to B3. While nursing care was good it seemed immediately obvious that management of this ward was not of the excellent standard we expected.   

 Relatives enquiries were received in an unwelcoming manner most of the time and we were left worried and unaware of our mother’s condition as this ward did not accept visitors at all whereas B3 was one per week.  

On two occasions wrong information was given to us  and discharge was handled extremely poorly and unprofessionally. 

Again the nurses took good care of mum and we are thankful of that but it was disarray and chaos particularly regarding communication. 

This was even more evident having experienced excellence and professionalism elsewhere. 

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Responses

Response from Leigh Morgan, Engagement Manager, Involvement Team, Northern Health and Social Care Trust 2 years ago
Leigh Morgan
Engagement Manager, Involvement Team,
Northern Health and Social Care Trust

Submitted on 05/05/2021 at 09:03
Published on Care Opinion at 09:03

picture of Leigh Morgan

Dear Maysie,

My name is Leigh and I am the Patient Experience Facilitator in the Northern Trust.

Firstly, apologies for the delay in responding. Secondly, thank you for taking the time to share your experience with us. I am sorry that your experience was not of the high standard we hope to provide for all our patients and their families.

We recognise that communication has been challenging for patients and families during the Covid-19 pandemic. It is disappointing to hear that your inquiries were received in an unwelcoming manner and that your mother's discharge was handled very poorly. Please accept my apologies.

I have shared your feedback with the Ward Sister and Senior Management Team and will have a response from them as soon as possible.

In the meantime, if you would like to discuss this in more detail and provide me with some more information, please contact me via email Leigh.Morgan@northerntrust.hscni.net.

Kind Regards,

Leigh

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Response from Tshamano Mushapo, Assistant Clinical Service Manager Cardiology & Rheumatology, Northern Health and Social Care Trust 2 years ago
We have made a change
Tshamano Mushapo
Assistant Clinical Service Manager Cardiology & Rheumatology,
Northern Health and Social Care Trust

Submitted on 05/05/2021 at 16:59
Published on Care Opinion at 17:16

Dear Maysie

My name is Tshamano Mushapho, I am a Lead nurse for the Cardiology wards, CCU and B3. I believe your mother was admitted to CCU and subsequently moved to B3. Visiting was not allowed in B3 due to Infection, Prevention and Control guidance. We have received positive feedback from yourself regarding your experience in CCU, and for that we are grateful. We have shared the feedback with the team. I would also like to acknowledge your observations of good quality nursing care your mother received whilst in B3.

I apologise for the delay in responding and thank you for taking the time to share your experience with us. I am sorry that your experience was not of the high standard we hope to provide for all our patients, their families and carers. It is disappointing to learn that your inquiries were received in an unwelcoming manner, you received wrong information and the discharge process was poor.

I acknowledge that during the Covid-19 pandemic and with vising restrictions imposed by the Department of Health, communication has been difficult and the ability to keep families and carers informed fell short of our desired standards. However, virtual visiting has now been established to improve communication. The Ward Sister and I have shared your experiences with all the nursing team for further reflection and learning. We have now adopted a communication checklist to aid evidence of daily and regular communication with families and carers.

I would like to thank you for raising these issues with us and providing us the opportunity to address your concerns.

Kind Regards,

Tshamano

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