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"My brother"

About: The Longley Centre / Maple ward & Section 136 bed

(as a relative),

Certain staff members give very generic answers when enquiring about my loved one. Two word answers like’ he’s alright’ or ‘he’s fine’ isn’t sufficient when getting an update from staff, when asked to elaborate there’s a distinct change in tone which is extremely unpleasant and unprofessional. Information from day staff to night staff completely contradict a large majority of the time. Honestly, I feel as though I'm a burden for enquiring.

Responses

Response from Mark Walton, Ward Manager, Maple Ward/ 136 Suite, SHSC last month
We are preparing to make a change
Mark Walton
Ward Manager, Maple Ward/ 136 Suite,
SHSC
Submitted on 07/06/2021 at 17:24
Published on Care Opinion on 08/06/2021 at 09:46


Hi Farhia,

I'm sorry that you feel a burden when you call the ward about your brother.

I'm not sure whether your brother has given consent to staff to discuss elements of his care with others. All staff need to maintain a level of confidentiality when discussing care issues over the phone and they may feel uncomfortable in elaborating on issues, hence the change in tone. However I am unhappy to hear that staff are unpleasant or unprofessional and I will raise this with the team to look at how we can improve our way of communicating to others. The ward is starting to adopt the principles of Safe Wards which looks at how we can use words in a more effective and productive manner.

You are more than welcome to visit your brother in line with current Covid restrictions which requires you to book your visit in. When you are on the ward, please ask staff for an update, I'm sure you will find a difference in response when you ask in person.

We are always striving to improve our working practices on Maple Ward and I appreciate your comments which I will pass on to the rest of the team.

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Response from Mark Walton, Ward Manager, Maple Ward/ 136 Suite, SHSC 3 weeks ago
We have made a change
Mark Walton
Ward Manager, Maple Ward/ 136 Suite,
SHSC
Submitted on 07/07/2021 at 10:01
Published on Care Opinion at 17:07


Hi Farhia,

Just to update you following my previous response:

* We have a dedicated board in the main ward office as part of the Safe Wards initiative which is focused upon Soft Words. It is anticipated that staff will use this as a reference when communicating with others. I hope that this will, in part, improve our way of working.

* The team are fully aware of the concerns that have been raised and have taken your concerns on board.

* I have also added the alert that we spoke about when me met up following your initial comment.

Many thanks,

Mark

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