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Hospital Transport abysmal Telephone enquiries...

Story from nhs.uk

"Hospital Transport abysmal Telephone enquiries..."

About: Guy's Hospital

Hospital Transport for Cancer Patients is so very important & the score given can't possibly reflect accurately. Patient transport is beyond inadequate IT'S NOT FIT FOR PURPOSE and should be investigated.

Family & Friends unable to make telephonic enquiries about a patient in intensive care creates unnecessary anxiety. Anxieties that could so easily be relived by the deployment of Volunteers, who can provide reassurance or comfort to those calling to find out how a patient is. No expert Diagnosis is required, an empathetic person answering the phone would impact positively, rather than a phone left to ring continuously, needlessly creating stress.

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Responses

Response from Guy's Hospital 4 years ago
Guy's Hospital

Submitted on 02/08/2019 at 11:59
Published on nhs.uk at 12:07

Thank you for your feedback. We are concerned to read your comments about our patient transport service and challenges that your friends and family have experienced when trying to contact out intensive care unit by telephone and would like to apologise for this. We have recently been carrying an exercise to develop an improved patient transport model of delivery, which has involved working with patients and other stakeholders, which we will start to implement from the end of this year.

We are confident that these changes will create much improved and more responsive service for our patients. We are sorry that your family and friends were unable to contact the intensive care unit to enquire about a patient staying on the unit. Due to the level of nursing care required by the patients on the unit w3e are not always able to answer the phones as this requires staff to leave the patient’s bedside. If you, your friends or members of your family experience problems contacting a ward or department in the future please do contact our PALS service on 020 7188 8801 or email pals@gstt.nhs.uk and they will be able to liaise with the ward on your behalf.

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