"Lack of introductions"

About: University Hospital Of North Tees / General medicine

(as a parent/guardian),

I was visiting my daughter on an EAU. When I went to use the hand gel from the dispenser this was empty! Whilst vsiting her within a beded unit with 3 bed occupied 2 staff nurses and one HCA walked in to the room. They proceeded to the far bed and gave a detailed hand over regarding patient's name what team were looking after her and her diagnosis and plan of care. They continued to the next bed where one of the staff nurses pulled the curtains from around the patients bed and again gave name of patient, name of team looking after her, diagnosis and plan of care. Then they moved to my daughter and the same happened, although no curtains were around her bed space. I asked what procedures were to be followed and was given an answer.

My concerns are these.

No introductions were made from the staff to my daughter or myself, let alone to the other patients. At present within the health care profession there is a huge campaign 'Hello my name is..' Maybe the ward staff can familiarise themselves with this or indeed the Trust.

No privacy or dignity I felt was given to my daughter or other patients when handing over to next shift.

I was not asked who I was when I enquired about my daughter's care.

I am a Registered Nurse myself and I would not approach any of my patients the way these members of staff did on this occasion. I was shocked and disappointed with their lack basic manners.


Response from University Hospital Of North Tees

We are sorry you felt let down by your visit to see your daughter in the emergency assessment unit. May we assure you we are very aware of the 'Hello my name is...' campaign, we expect all our staff to introduce themselves and we are sorry if this wasn't your experience. We will pass your comments on to the emergency assessment unit who will be concerned to hear about this and will take steps to ensure that this is addressed. Thank you also for pointing out that the hand gel needed to be filled. They are checked regularly and we're sorry if you found the dispenser empty when you visited. If you wish to discuss your concerns further please contact our patient experience team on 01642 624719 or by email at patientexperience@nth.nhs.uk. We hope your daughter is making a good recovery.

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