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Care Opinion

Patient Experience

Posted By apusfn88

"Patient Experience"

About: Royal Cornwall Hospital (Treliske) / Urology

(as a relative),

My father had an appointment for a surgical admission for bladder cancer.

He turned up at the allocated time and was placed in a waiting room.

2 hours later and no information was given as to what was happening or when it would occur. The response from the administration was... When you get admitted, you get admitted.

In my experience, people do not mind waiting if they are given information. There are numerous reports and studies regarding patient experience and the benefits it brings to a medical centre as a whole.

Perhaps some training or awareness could be given to staff to embed a culture of communicating effectively and the impact that it can have on the patient experience.

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Responses

Response from Michaela Johnson, QI Manager, Quality Improvement, Royal Cornwall Hopitals NHS Trust 5 years ago
Michaela Johnson
QI Manager, Quality Improvement,
Royal Cornwall Hopitals NHS Trust

Submitted on 28/01/2019 at 15:25
Published on Care Opinion at 17:00

picture of Michaela Johnson

Dear apusfn88

Thank you for taking the time to share your father's experience, I am sorry to learn of the lack of communication he received regarding waiting times. My name is Michaela Brewer and I work within the Patient and Family Experience Team, our team read all feedback received from our patients and their families and ensure that it is shared with the relevant staff. You are quite right, your father should have been provided with more helpful information than what he was given and it saddens me that this was not the case.

As a Trust we really do want to learn and make improvements from our patients and their relatives feedback and I would welcome the opportunity to discuss further with you to find out exactly which department your father attended. I can then ensure that the Matron and Manager responsible for this department is made fully aware of the lack of communication he received and the impact this had on his overall experience. If you would be happy to do so, I can be telephoned on 01872 252760 Monday - Friday 10am-4pm, alternatively, you can email me at rch-tr.ppi@nhs.net.

I hope to hear from you soon, in the meantime I hope that your father is recovering well from his treatment.

With kind regards

Michaela Brewer, Patient Experience Coordinator

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