"Poor communication"

About: Dr Gray's Hospital / General Surgery

(as a relative),

Visiting a family member, I witnessed two staff members being loud and aggressive to another visitor who was concerned about the person they were visitng.

The visitor was polite, enquiring and obviously concerned about their relative. The first staff member waffled and did not appear to know what she was talking about and provided an unacceptable response.

A second nurse came in and the visitor asked the same question, again politely and it was a fairly simple question to answer. But, again, the visitor was told they were too busy and were supposed to be on their tea break. This was said with a raised voice and very aggressive manner. If staff cant answer a question, it is simple to be honest and say so but to offer to find someone who can answer it.

The aggressive manner was apparently 'normal' for the second nurse, two other patients discussed it when the nurse left the room. They said she seemed to be permanently angry or stressed. Not a good representation of a nurse on the ward.

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Responses

Response from Linda Oldroyd, Nurse Consultant Patient Safety and Experience, NHS Grampian

Dear relative

Thank you for taking the time to post your concerns about staff communication with visitors in this area. This type of behaviour in not acceptable from NHS Grampian staff and stress is not an acceptable excuse for incivility or unhelpfulness. To help us address your concerns I would like to invite you to contact me directly so that we can try to identify the exact circumstances of what you witnessed. However I, of course, understand if you would prefer not to take this step.

I will share your concerns with the Lead Nurse for this hospital and together we will try to establish if there are any ongoing concerns or repeated examples of poor communication in this area and what support might be required to prevent similar problems in the future.

If you feel able to contact me my direct line is 01224 558449 or you can email me loldroyd@nhs.net

Thank you again for taking the time to provide this feedback.

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