"Accompanying a patient"

About: Birmingham Midland Eye Centre

Can I please ask you to review your processes please, in particular for the people accompanying patients. I attended the eye hospital with my 87 year old father who is very hard of hearing with some mobility problems at 715am for operations on his eyes and we left at 12 noon. During that time there was little interaction from the staff with the accompanyers/careers and 5 hours is a long time to wait without any information from the staff being volunteered. I know the patient is important but the hospital would struggle if the careers didn't accompany the patient, bearing in mind most of the patients are ageing. Can I ask you to put a process in so that the people waiting for patients are pro actively given information. And as much as I told the staff my Dad was hard of hearing they still took him off with the group of patients without giving me the chance to go with him. Please, please, please review the process. Thank you.

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Response from Birmingham Midland Eye Centre

Many thanks for your comments. These have been reviewed by Laura Young, Group Lead Nurse and Sarah McCay, Ophthalmic Ward and DSU Manager.

I am sorry that you felt frustrated by the lack of communication provided to relatives during your father’s stay. Due to the physical layout of the unit there is not enough space to accommodate relatives although we have some seating provision currently to enable relatives to wait. Following your comments, Sarah will be undertaking a review of the Patient’s Admission Letter to inform relatives that we would prefer them to drop patient’s off and nursing staff will contact them when their relative is ready for discharge as the admission for some patients can be up to 12 hours. If you have any more questions then please do not hesitate to get in touch. Thank you and I wish both you and your father well, Toby Lewis, Chief Executive.

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