Waiting

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I published a story this week, the title of which was “The death of my partner from metastatic lung cancer”. It does not portray an example of person centred care. I don’t imagine it’s a story any health care worker would want to read about their service.

I really connected with the story, my Mum died of lung cancer which metastasised and I was with her every hour for the last four days of her life. Twenty five years on I can still make a connection with the despair I felt watching and waiting for her to die.

However, having said that I don’t really know what compelled this particular author, Malin, to share their experience on Patient Opinion.

So the story went onto the site and sent to all the right places. We waited. Would this story remain unresponded to? Stories like this with no response, make me question if we at PO are doing the right thing.

Within a couple of days author received two responses; one from NHS Highland and one from the Scottish Ambulance Service. Simple, empathic, thoughtful responses to a devastating story.

My watch word is “it’s not rocket science”, making that human connection. Reading between the lines, what do I see from reading the responses? People who work in health services who behave in a very natural, human way aside from processes, referral to complaints procedures and departments. An individual who has been “released” to grieve, knowing that, when they are ready, someone will listen and might take on board what they have to say.

It’s become not just online feedback, but part of the healing process.

When the Scottish Public Service Ombudsman says:

“I feel strongly that if patients, friends and family were being listened to effectively, regulators should not be highlighting the same problems months and years after complaints have been made on the same points”.

I think he wants to see more of this kind of reaction. More listening, more openness, more change.

The story is not “resolved” but I feel some relief that Malin knows they have been listened to and there seems to be a will to look at what can be done to make sure others don’t have the same experience - I hope Malin does too.