"Inconsistencies in care"

About: Forth Valley Royal Hospital / Respiratory medicine

(as a relative),

My relative was admitted to ward B12 in Forth Valley Royal Hospital for approximately 1 week. During that period, both my relative and our family experienced extreme contrasts of care and professionalism dependent on individual staff members.

One Staff Nurse was consistently professional, kind and courteous. Despite being extremely busy, which he clearly was, he kept us informed, provided reassurance and demonstrated a genuine, caring attitude towards my relative and my family.

In contrast however, another nurse, to my mind, demonstrated an entirely different approach. They came across as uncaring, defensive and uninterested. For example, whilst sitting at the nurses station looking at the computer they can fail to notice me approaching the desk and even when standing in front of them. When one member of staff eventually did acknowledge me they didn't even let me finish my question and replied sharply with closed answers. From their attitude it is clear to met that they want rid of you quickly. They appear to be someone who has nursed for many years, is probably very knowledgeable and skilled but is tired of the job.

My relative experienced a similar attitude from the same nurse, and despite the ward being extremely busy, both my relative and myself heard several times , and I mean several, about non work conversations. I believe one such nurse was in charge of the ward that week in the sister's absence. They certainly do not take example from the Sister who we've always found to be warm, friendly and entirely professional.

It seems quality of care is so dependant on the individuals delivering it. It's sad that such inconsistencies exist and that patients are lucky or not, depending on what nurse is on shift/responsible for their care.

I would also like to say that the girls who came around with tea in the evenings were an absolute delight. Some nurses could learn from their cheerful, caring manner.

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Responses

Response from Arlian Mallis, Person Centred Health and Care Co-ordinator, Department of Nursing, NHS Forth Valley

Can I apologise for the delay in responding, I seem to have missed your posting. Im sorry to hear that your relatives care was inconsistent and that you felt like staff members attitudes and behaviours were variable. I have asked the Charge Nurse from the ward to respond to your posting. If you would like to speak to me about any of your concerns I would be happy to talk via telephone ar meet with you. my email address is arlian.mallis@nhs.net

many thanks

Arlian

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