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Care Opinion

Approach of staff

Posted By Badpatient

"Approach of staff"

About: Crosshouse Hospital / Combined Assessment Unit (CAU)

(as the patient),

I was admitted in April 2017 as an emergency referral from my GP after displaying symptoms which indicated a possible stroke or TIA.

I am not a good patient, and would hate to have to treat someone like me. Hospitals frighten me and, in particular, needles and the associated pain terrifies me. Some members of staff were excellent and compassionate and I am deeply grateful to them: others, frankly, were not. Whilst admitting my own culpability, I was a terrified and vulnerable patient and I feel that some members of staff fell far short of the professionalism I could reasonably expect.

I found it very difficult to get information from staff: I felt that their approach was to infantilise me and treat me like a naughty child. I felt like a prisoner and I resent the fact that staff were reluctant, or downright refused, to engage with me when I expressed the fact that I just wanted to get out. I was not given proper information or support about my rights to refuse treatment despite raising this as an issue. One doctor informed me that nursing staff had indicated that they did not think I should be released because of my mental state. I was genuinely afraid that they would have me sectioned if I did not cooperate. When the psychiatrist examined me, she found me to be in perfectly good mental health: not your average patient, and one who has extreme reactions to the prospect of pain etc, but within the boundaries of rational behaviour in my own way.

For the four days I was in hospital, I felt isolated and helpless at the hands of bureaucracy and staff some of whom I felt could only see their own blind faith in the 'system' and who equated 'medical advice' with divine revelation which a mere patient had no business in questioning.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 03/05/2017 at 12:38
Published on Care Opinion at 13:12

picture of Eunice Goodwin

Dear Badpatient,

Your story saddens me greatly. When you came through the front door until you left, you should have felt safe and cared for and I am sorry for each stage that you did not.

I am concern that are your care was not what we want or expect. You do have rights and you should have been involved in the decision making etc. I wonder if you would like us to explore this for you, and if you wish, we can arrange for you to talk with someone about your experience. If you would like this, please contact me on 01563 826222 or email me on eunice.goodwin@aapct.scot.nhs.uk.

In the meantime, it is important for us to reflect on this, so I will pass this to the teams for their consideration. Once again, I am sorry you felt that the care you got fell short of your needs and expectations.

I hope you recovering are well now,

Best wishes,

Eunice

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 30/05/2017 at 09:12
Published on Care Opinion at 09:59

picture of Eunice Goodwin

Dear Badpatient,

I have been asked by Our Clinical Nurse Manager if I can encourage you to contact me as they are keen to look into this for you and of course address issues raised.

Of course, it is entirely your decision. If you feel this is something you don't want to do, that is absolutely fine.

Should you want to contact me you can call me on 01563 826222 or email me on eunice.goodwin@aapct.scot.nhs.uk.

Kind regards

Eunice

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Update posted by Badpatient (the patient)

I emailed Eunice Goodwin on 5 June. Waiting for a reply.

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 22/06/2017 at 09:28
Published on Care Opinion at 09:36

picture of Eunice Goodwin

Dear Badpatient,

Thank you so much for contacting me off-line. I am so sorry, I totally missed your email. I know it is not helpful but I did have email problems at that time but this is not an excuse, it just helped me to take my eye off the ball.

I believe that one of the huge benefits of Care Opinion is the fact that it can produce rapid responses to issues and in some cases, early resolution. it promotes a quick, two way dialogue. So I have clearly missed the opportunity to help you 'rapidly' and I am indeed really sorry. I always value and respect it when people have taken the time to post, then subsequently contact me off-line so we can take things forward in some way.

I always endeavour to respond as quickly as possible and in that I have failed to do so. To you and the others who read the NHS Ayrshire and Arran posts (and I know there are many), please do not think this is from complacency or lack of interest, despite that it may appear this way.

As you may know by now, I have responded to your email of 5 June and I hope you get all the support and answers you need.

Kind regards,

Eunice

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