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Care Opinion

Lack of/mixed communication while no visits allowed

Posted By LYNSEYM

"Lack of/mixed communication while no visits allowed"

About: Crosshouse Hospital / Clinical haematology Queen Elizabeth University Hospital Glasgow / Neurosurgery (Ward 64 – 66)

(as a relative),

My family and I are at wits end with a family member who has now been in hospital over 6 weeks. Initially diagnosed with brain cancer, then transferred to Glasgow told it might not be, it looked more like brain infection.  Final diagnosis Lymphoma cancer of brain. 

The communication between Glasgow QeH & crosshouse is unreal. We feel while she is in Crosshouse, we have just left her there. 

Last week, covid rules relaxed a bit but the haematology ward still states no visitors?? During these times, why can't family get more communication as mixed updates of discharge, treatment & her general health leaves us wondering and not exactly sure what our loved ones state is? 

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Responses

Response from Laura Harvey, Quality Improvement Lead for Patient Experience, Nursing Directorate, NHS Ayrshire and Arran 2 years ago
Laura Harvey
Quality Improvement Lead for Patient Experience, Nursing Directorate,
NHS Ayrshire and Arran

Submitted on 06/05/2021 at 16:32
Published on Care Opinion at 16:32

picture of Laura Harvey

Dear LYNSEYM

I am really sorry to hear of your poor experience at what I imagine must be a difficult time. Communication is really important when a loved one is in hospital and that is even more true whilst under the current pandemic restrictions.

As the Lead for Hospital Visiting, I would like the opportunity to discuss your current situation and do what I can to find out if a visit would be possible.

Please can I ask you contact me with further information about your family member and the ward they are currently in and I will do what I can.


My email is: Laura.Harvey@aapct.scot.nhs.uk - I look forward to hearing from you

Best Wishes

Laura

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Response from Elaine Burt, Chief Nurse, Regional Services, NHSGGC 2 years ago
Elaine Burt
Chief Nurse, Regional Services,
NHSGGC

Submitted on 06/05/2021 at 16:56
Published on Care Opinion at 16:56

Dear LYNSEYM,

Please accept my sincere apologies for the distress caused by the lack of communication surrounding your loved ones care. This must only have served to increase your distress further at an already difficult time. We are keen to assist you and address these issues and I would be grateful if you could call Graham Christie Clinical Services Manager for Neurology on 07855 270769 who will link with other services if required in Glasgow to ensure this is addressed.

My apologies again for the miscommunication which has led to this post which we will ensure we learn from.

Kind Regards

Elaine Burt

Chief Nurse Regional Services

NHS Greater Glasgow and Clyde

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Update posted by LYNSEYM (a relative)

Laura - I appreciate your response and as an update, we have had more comms as discharge is probably tomorrow, pending some results. I will email you separately to give you a breakdown of our experience to try prevent this happening to other families. I can say, however the Dr that has given us this second update was sincerely apologetic (again) but sometimes a little, too late however we are just happy, as a family, that discharge is near as symptoms improve. I will be in touch.

Elaine - please accept my apologies as my wording may not have been clear. Staff at Glasgow QEH were great with us & had great communication, the post was mainly aimed at the lack of response when transferred to & from there to Crosshouse. I appreciate your response and direct mobile number but have no issues with Glasgow. Thank you. X

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