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Very poor communication with professionals

Posted By ColaradaEG

"Very poor communication with professionals"

About: South West Acute Hospital / Diabetes Services Waterside Hospital / Podiatry

(as the patient),

I have recently been unwell and was admitted to South  West Acute Hospital and they were great. I was advised by then to get in touch with diabetic nurse specialist on discharge home to where I normally reside.  I was also advised to make an appointment to see podiatry about ongoing feet and leg problems

I eventually get in contact with someone and I only know what their name is because I had to ask. I think staff need reminded of the campaign "my name is". You cannot see a name badge over the phone. I found the conversation very curt and evasive a bit blasé. I was told that they don't deal with vascular problems.  I find that absolutely amazing because as a diabetic of 40 years I know what poor recognition of the complications of microvascular disease can lead to. I got the impression there was little interest.

I was advised to contact Podiatry. Podiatry said to email them. Just as well I have some level of IT skills I can't help wondering about people who are blind, another complication of diabetes, who can't email or take photos. 

I get an email back from Podiatry again with no name attached. It could be anyone... they said they don't deal with anything only the foot. The problem is I don't know what the problem is it could be related to my foot.... As lower limb vascular problems are a massive problems costing the NHS millions never mind the human cost. 

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Responses

Response from Vi Gray, Professional Nursing Support , PCOP, Western Health & Social Care Trust 3 years ago
Vi Gray
Professional Nursing Support , PCOP,
Western Health & Social Care Trust

encourage people to share their experiences of health and social care, what matters to you, what you particularly liked or disliked so that we can share with the relevant department, and staff .

Submitted on 10/08/2021 at 17:35
Published on Care Opinion at 17:35

picture of Vi Gray

Hello ColaradaEG

My name is Vi Gray

I was sorry to read about your experience and disappointed because a lot of work has been carried out reinforcing staff introductions and 2 years ago the co founder of # hello my name was invited to NI and spoke to staff from different Trusts helping to embed such a simple yet effective communication tool.

In order to share your feedback to the relevant Diabetic nurse who was treating you would it be possible for you to contact me vi.gray@westerntrust.hscni.net or ring me 02871345171 Ext 214486 ( this week availability Friday 9-5am or Tues 9-5pm Wed 9am-10.30am or anytime after 2pm).

The head of Podiatry services has also received your feedback and will respond to you about the issues you have also raised.

Best wishes

Vi Gray

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Response from Eileen Dolan, Interim Head of Allied health professions, Allied health professions, WHSCT 3 years ago
Eileen Dolan
Interim Head of Allied health professions, Allied health professions,
WHSCT

Submitted on 16/08/2021 at 09:42
Published on Care Opinion at 10:02

Dear ColaradaEG

My name is Eileen Dolan- thank you for taking time out to share your comments, we welcome feedback on how we can improve our service.

In response to the pandemic, Podiatry.Image, was set up as an additional means of communication. Patients or their carers can send in images of their feet if they have particular concerns and communicate with an experienced member of our team. Patients/carers can also contact the department on 02871865100 – please contact us if your concerns have not been resolved.

Many thanks

Eileen

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Response from Lesley Hamilton, Diabetes Network Manager, Acute, WHSCT 3 years ago
We are preparing to make a change
Lesley Hamilton
Diabetes Network Manager, Acute,
WHSCT

Submitted on 01/09/2021 at 11:30
Published on Care Opinion on 03/09/2021 at 09:34

picture of Lesley Hamilton

Dear ColaradaEG

My name is Lesley Hamilton and I am the Diabetes network manager for the western trust. Thank you for getting in touch and I was extremely sorry to hear of your distressing experience when you contacted the team. The diabetes team does include many healthcare professionals and we have always aimed to work closely together but I am sorry this was not your experience.

I will highlight your concerns and contact you again to follow up.

Apologies once again.

My email address is Lesley.Hamilton@westerntrust.hscni.net

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