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"Inpatient care and poor porter experience"

About: Antrim Area Hospital / Ward A6 Stroke Unit

(as a service user),

I attended Antrim Area Hospital with stroke symptoms, assessed and diagnosed by a very competent locum consultant with excellent patient focus. ( my residual cve damage being speech.) 

I was taken to X ray by a porter when asked by the radiologist to confirm my name I was unable to as I was unable to communicate properly due to the effect of the cve on my speech. I was alarmed and upset when the porter shouted at me on numerous occasions to answer the question. I found this to be very alarming - if this is happening, what else is going on and not reported .

The radiologist was very good in getting the information required in short bursts. 

For hospital protocols I was wearing an arm band with said information for confirmation purposes. 

In relation to Wd6 A the patient experience was good and I feel I received good care 10 out of 10 however the meals very patchy and I didn’t get what I ordered, 4 out 10. Meals very left uncovered and allowed to go cold. 

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Responses

Response from Pamela Stronge, Assistant Clinical Services Manager, Renal Unit, Care of the Elderly, NHSCT 4 months ago
Pamela Stronge
Assistant Clinical Services Manager, Renal Unit, Care of the Elderly,
NHSCT
Submitted on 28/12/2023 at 15:55
Published on Care Opinion on 29/12/2023 at 11:12


Thank you for taking the time to tell us about your stay in A6 in Antrim Area Hospital. I am pleased to hear that you had a good experience on the ward and with your consultant. I will ensure that the porter's team are made aware of your experience and take learning from this on communication skills. I will also discuss meal choice issues you have raised with the ward manager. It is helpful to learn from those who take the time to inform us of less positive experiences and thank you for sharing that with us.

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Response from Sarah Arthur, Patient Client Experience Facilitator, Patient Experience, Northern Health and Social Care Trust 4 months ago
Sarah Arthur
Patient Client Experience Facilitator, Patient Experience,
Northern Health and Social Care Trust
Submitted on 11/01/2024 at 09:48
Published on Care Opinion at 09:48


picture of Sarah Arthur

Hello 1st time stroker,

My Name is Sarah Arthur, Patient Client Experience Facilitator in the Northern Health and Social Care Trust, I am posting the response below on behalf of Doanld McWhirter, General Manager for Portering and Site Services.

Sarah

Hello 1st time stroker,

My name is Donald McWhirter, I am the General Manager for Portering and Site Services in the Northern Trust.

Firstly I am sorry to hear that you have been unwell recently, and I hope you are recovering well. I wish to take this opportunity to apologise for the experience which you encountered with a member of my staff and how they made you feel. The standard of behaviour you encountered is unacceptable, does not align with our trust core values and falls well below the standards we expect of our staff.

I want to assure you I have shared your story with my portering team for reflection and learning, all staff have been reminded of our trust core values.

In response to your story I plan to engage with our nursing/clinical colleagues to agree a process of improved communication between the nurse and porter to ensure all patient requirements during transfer are clear and understood.

Thank you for bringing your experience to our attention.

If you wish for me to review, or discuss your experience in more detail, please don't hesitate to contact me via my details below.

Once again I apologise for your experience, and hope you have made a speedy recovery.

Yours faithfully

Donald McWhirter

General Manager for Portering and Site Services

Tel 02894424000 ext 334982

Email – donald.mcwhirter@northenrtrust.hscni.net

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