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Unable to get through to the ward

Posted By Witch

"Unable to get through to the ward"

About: Inverclyde Royal Hospital / General Medicine ( wards G North, G South, J North, J South & L South)

(as a relative),

A family member was admitted to J North. We could not get through on the phone, we tried for over 2 hours. Our family don’t live in Inverclyde, we are across the water in Argyll. When we eventually got through to the switchboard, I found their attitude appalling. They just laughed and said that the ward never picks up the phone, that everybody knows that. Do you have any idea how that felt? There was no evidence of the care being patient-centered, I felt dismissed without a thought. I realise that the wards are busy. But this is not acceptable. When we did get to visit, there was not a nurse to be seen. They seemed to disappear when we tried to find one. We all feel very let down and disappointed at a time when we were more stressed than usual. Where was the compassion and empathy? In our experience, not on J North.  

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Responses

Response from Alison McKinnon, Lead Nurse, General Medicine (IRH), NHS Greater Glasgow and Clyde 2 years ago
We have made a change
Alison McKinnon
Lead Nurse, General Medicine (IRH),
NHS Greater Glasgow and Clyde

Submitted on 09/09/2021 at 16:23
Published on Care Opinion at 17:00

Dear "Witch"

I am sorry to hear of your recent poor experience during your family member's admission to hospital. This is a very worrying time as it is without the added frustration of not being able to speak to a staff member for an update, particularly when you do not live locally.

This has been raised as a matter of concern with the ward and measures are now being put in place to ensure this does not happen again. I have been assured that one of the medical team has since provided you with a detailed update.

In addition, I would like to emphasise that the remarks made by switchboard were inappropriate and completely unprofessional and I shall take this matter further via the relevant line manager.

Please do not hesitate to contact me should you wish to discuss further. I wish your relative a speedy recovery.

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Update posted by Witch (a relative)

Thank you for your response, it is so appreciated. My family member was moved from a medical ward to a surgical ward because of bed pressures. I totally understand this. However she did not see a member of the medical team for 18 hours. I am confused as to why you think I have had a detailed update. Neither my family member or I have had this. I now feel that a public forum is not the place to address this and I shall write to you directly.

Again, thank you for taking the time to respond.

Response from Alison McKinnon, Lead Nurse, General Medicine (IRH), NHS Greater Glasgow and Clyde 2 years ago
Alison McKinnon
Lead Nurse, General Medicine (IRH),
NHS Greater Glasgow and Clyde

Submitted on 10/09/2021 at 10:02
Published on Care Opinion at 11:21

Dear "Witch"

Thank you for your further comments. Please do get in touch with me and we can discuss in more detail. I can also be contacted via switchboard if you would like to speak with me directly.

Kind regards

Alison

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