"Staff and Communication"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency Queen Elizabeth University Hospital Glasgow / Orthopaedics

(as a relative),

Following an incident where my Dad managed to miss a step and break his hip,  I have had cause to visit the hospital as the relative of a patient.

I wanted to feedback because my Dad was pleased with the care he received and as a relative I  encountered at least two very welcoming and helpful members of staff who helped me to feel reassured. 

The first staff member was the receptionist at Accident and Emergency. I unfortunately missed the staff member's name but she welcomed me when I approached the reception area, remembered speaking to my Dad and was able to provide me with information as to what was happening and advise me of the  next steps for him.

The second member of staff was Karen in Ward 10D. When I arrived on the ward to see my Dad she advised me that he had just arrived and showed me where I could sit and wait. She told me he was just being admitted and would take me through when he was ready- which she did. She made me feel welcome and likewise was friendly and caring towards my Dad.

My Dad certainly  had lots of positive comments about all the staff he  encountered during his hospital journey (from A+E to Ward 10D to discharge).

There were however two things that I thought I would highlight as areas for potential improvement - both relate to communication.

The day after my Dad's surgery he was visited by someone who was assumed to be the Doctor- when I had phoned for an update from my Mum she said - I would like to be able to tell you who they were but unfortunately I can't as they introduce themselves to your Dad or me.  A simple introduction goes a long way to creating good relationships with patients and relatives.  #hellomynameis

The second point relates to communication about his care post discharge. My Dad  was discharged after two nights on the ward. He acknowledges that he was given the opportunity to ask questions, however, sometimes you don't know what you need to know until you  are home. In my Dad's case, he was discharged with no supporting information about wound care, what type of stitches he had and whether these would dissolve or if they would need to be removed and if so how this would occur. My mum phoned the ward a couple of days later and received this information but it would perhaps have saved them and the staff time if this information had been readily available either in the discharge letter or as a supplementary document.

Thanks to all for the care provided - my Dad is recovering well and looking forward to ditching the crutches soon.

Responses

Response from Nicole McInally, Patient Experience and Public Involvement Manager, Patient Experience and Public Involvement Team, NHS Greater Glasgow and Clyde

picture of Nicole McInally

Dear OCG

Thanks very much for getting in touch and I am sorry to hear about your Dad’s accident.

I am pleased to hear about the care your Dad received and how the staff also helped reassure you. As you said, it is a very worrying time when a loved one is in hospital, especially when it is unexpected.

Good communication is an essential component of providing person centred care. I am sorry that the Doctor did not introduce them-self to your Dad or your Mum. The #Hellomynameis campaign is to remind staff of the importance and significance of making verbal introductions by name to everyone they come into contact with and of providing an explanation of the role they have in delivering their care.

Having written instructions about wound care, pain management and any follow up appointments would be helpful to reinforce any verbal instructions, as it can be a lot of information for patients to remember when they go home.

I have shared your post with the staff in A&E and Ward 10D to reflect on what we do well and what we could improve on.

Please pass on my best wishes to your Dad and I hope he doesn’t need his crutches too much longer.

Kind Regards

Nicole

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