"Infection control, confidentiality and professionalism"

About: Heartlands Hospital / Paediatrics

(as a parent/guardian),

My daughter was admitted to HDU with a severe infection, as a healthcare professional myself I was apprehensive an did not know what to expect from the hospital.

I can safely say that the medical team caring for my daughter we're amazing, very thorough, efficient an knowledgeable whilst remembering that my daughter was scared an so was I. Unfortunately the nursing team weren't so professional or empathetic. A Senior member of staff was going to administer my daughters IV antibiotics whilst standing the pump on the bin until I said no, a staff nurse openly discussed my daughters results in the play room in front of other parents- something my daughter was obviously not bothered by or aware of but what about confidentiality? ?

Also a sister on several occasions was rude an gave the impression that anything I asked for was too much ie some sterile water and clean sheets! Also my daughter had had bad diarrhea and I had been asked to show a nurse the next nappy, this happened at lunchtime so I wanted to dispose of the nappy ASAP for the sake of the other children! I was told someone would be with me in a minute, the sister was chatting socially, I could understand if she was busy but children trying to eat their lunch with my daughters dirty nappy an possibly infectious diarrhoea on the table wasn't nice! All in all, infection control, confidentiality and general professionalism need looking at, which is a shame as the domestics, HCAs an playworkers were amazing and made our time bearable!

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Response from Heartlands Hospital

Dear Sir or Madam, Thanking you for taking the time to post your feedback regarding your daughters admission to the Children's HDU at Heartlands Hospital. All feedback whether it is negative or positive is used by the Patient Experience Team to identify themes and trends across the organisation to highlight areas of improvement as well as areas of excellence. Your comments have been forwarded to the Patient Experience Team. However should you wish to discuss your concerns further, please do not hesitate to contact the Patient Services Team on 0121 424 0808, alternatively you can email the team at patientservices@heartofengland.nhs.uk Kind regards Patient Services Team.

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