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Care Opinion

poor communication

Posted By Abisz74

"poor communication"

About: Urgent Community Response Mid Hants

(as a staff member posting for a patient/service user),

I was seen by the Urgent Community Response Team Mid Hampshire whilst I was unwell at home.  One occasion during my care left me miffed, to put it mildly.

I was upset because an ambulance was called when I had asked for them not to be called. I did agree to this after a while with the nurse that visited me, but I didn't want to go to hospital. I didn't go to hospital.
The next morning when another staff member came to see me I was told that the team member from the previous day that had called the ambulance was absolutely furious that I wasn't in hospital.  I was told that I was bleeding internally and I wasn't.  The rash on my stomach has been seen by doctors in the hospice and it is not new and then they said that if  the oedema in my midriff went passed my midriff I would die.  I did not like the way they said it.  If I was a shrinking violet I think I would have been terrified.
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Responses

Response from Vanessa Shipley, UCR Mid Team Lead, Mid Hampshire, Southern Health about a year and a half ago
We have made a change
Vanessa Shipley
UCR Mid Team Lead, Mid Hampshire,
Southern Health

runs the UCR mid Hampshire team day-to-day

Submitted on 26/10/2022 at 14:21
Published on Care Opinion at 14:53

Thank you so much for taking the time to provide us with your feedback. On reading this feedback I have been able to speak with you personally so that as the Team Lead I could learn more first-hand how this care event has made you feel.

Firstly, I want to apologise on behalf of the team that you were left to feel so upset by the communication you had and also the way in which this was delivered to you. I have been able to discuss this with the clinician involved and I have talked about how this made you feel when you were communicated to in such a blunt way.

As an urgent community response team, we often see people in their homes that are acutely unwell and need to go to hospital. As health professionals we need to be really clear that the choices and the decisions that individuals make are based on the facts presented. We need to be sure the person understands the implication of any choices they are making. However, in this case it sounds like the way this was delivered to you caused distress and I am sorry for that.

I have discussed this with the individual and it will also be discussed with the wider team as we always ensure any feedback is shared and changed planned for in the team.

I do hope that this is helpful, and we are so very grateful for your feedback around this event.

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