"Lack of comunication"

About: Glasgow Royal Infirmary / General Medicine

(as a carer),

My elderly relative frequently goes through Glasgow Royal Infirmary and she has very complex health needs with lots of serious health issues. She is also blind and has a hearing impairment. I feel I am left out the loop of her care, and I frequently get denied updates on treatments.

I am her 24 hour carer and I don't feel it is so wrong to want to have been kept in the loop of her care plan, she cant tell me what doctors tell her, or what tests have been done.

I find this hard as we send our loved ones into hospital as we are concerned to there well being. I don't want to pick fault I understand they are busy people, but I am a worried carer and I go home and worry if only a short time could be taken to give loved ones up dates on relatives progress.

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Responses

Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear hook,

Thank you for getting in touch to tell me of your experience as a carer for your relative. NHSGGC is currently undertaking a lot of awareness raising work on the role of carers, both ensuring staff are fully aware of their importance in patient care, but also providing signposts to support for carers. I would like to pass on your comments to the team who are undertaking this work in order to share the experiences you have had to build this into further learning.

If you have had any particular experience that you would like me to look into further then please don't hesitate to get back to me directly on lorna.gray@ggc.scot.nhs.uk but otherwise, thank you again for getting in touch.

Best Wishes,

Lorna

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Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear hook,

I just wanted to write to you again to give you a quick update on how we have used your feedback. I sent your comments to my colleague who is responsible for the carers awareness training which I mentioned above. She is going to incorporate your story into this training when talking about how we engage with carers and as an example of the impact on families and carers if we don't get this right.

Over 500 staff have taken part in this training since it started in 2013 and this is a continuing programme which will reach out to staff of all disciplines, including nurses, doctors, allied health professionals (such as physiotherapists) and clerical staff.

I would like to thank you again for taking the time to provide your feedback and I hope that you feel it is being used in a positive way.

With best wishes,

Lorna

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