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Not so family friendly!

Story from nhs.uk

"Not so family friendly!"

About: Peninsula NHS Treatment Centre

My first impression is not very good as a family member-not a patient.

I have just taken my father for surgery, he is very anxious and has a huge fear of needles and surgery and hospital in general really.

A door opened my father was called along with another lady. We (family) were promptly told that we cannot go any further and that was it!!!!

No information at all, I then spoke to receptionist who was able to call the nurse back out so that I could ask what was happening like when will he be having his surgery-I got some basic info and that was it.

My father is now sitting there for 3hrs with no support. So my point is I can't really see the 'care' don't understand why he couldn't have a friendly face for support-someone that's that nervous might have questions they don't think to ask they might prefer help with task from a family member to make them feel more at ease and just reassurance having family there but also no reassurance for family members, I went and explained the limited information to the other patients husband who was waiting outside when I left. Not really my job to provide family some reassurance

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Responses

Response from Peninsula NHS Treatment Centre 6 years ago
Peninsula NHS Treatment Centre

Submitted on 16/10/2017 at 11:15
Published on nhs.uk at 11:32

Dear Leesa,

Thank you for taking the time to leave feedback about your experience at our centre. All feedback is important to us, it allows us to learn from our mistakes and improve our services moving forward.

I appreciate that it was a difficult time and both you and your father were very anxious. I am sorry the nursing staff did not explain why you were unable to escort your father into the Day Surgery unit. I would just like to explain that this is to allow for the privacy and confidentiality of the other patients and also to ensure we maintain single sex areas within the unit. We do have a procedure to accommodate individual requests but it would appear that this was not offered to you and for this I can only apologise. I will speak to the Day Surgery Manager to ensure this does not happen in the future.

If you would like to discuss your experience with me please contact -01752 506070 and ask for Sue Farrell, Head of Nursing I would be very happy to take your call.

Once again please accept my sincere apologies, thank you for taking the time to leave feedback.

I hope your father is well and is making a good recovery.

Kind Regards

Sue Farrell and the Peninsula team.

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