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Good care but poor communication on Ward 64

Posted By Blue536

"Good care but poor communication on Ward 64"

About: Southern General Hospital / Neurosurgery

(as other),

Operation has proved successful. All thanks to surgeon and care of individual nurses on the ward. 64.

However, lack of communication and information was dreadful. Very inefficient and an answer to a question or query took ages for a reply. Despite being named and displayed on posters, asking to see the person in charge proved impossible and subject to long delay.

One occasion my husband was kept waiting most of the day before being told his operation was not going to take place, told to go home after I had left the ward to get the bus 40 odd miles home.

Individually the nurses were attentive but overall there was dreadful inefficiency in the ward re. communication. No wonder NHS is in the state it is!

Great looking new hospital. Just hope more efficiently organised.

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Responses

Response from Lorna Fairlie, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde 9 years ago
Lorna Fairlie
Patient Experience, Public Involvement Project Manager,
NHS Greater Glasgow and Clyde

I work in a small team in NHS Greater Glasgow and Clyde which seeks to involve patients and carers in the work of the NHS. The biggest part of my role is in managing feedback projects across the Board area, one of which is Patient Opinion. It is my job to give our patients and carers the opportunity to give us feedback, and to make sure that this is passed to the right people to help us improve the services we provide.

Submitted on 13/03/2015 at 16:45
Published on Care Opinion at 16:52

Dear Blue536,

Thank you for highlighting the issues around communication which you encountered whilst your husband was in our care. First of all, I am glad that his operation went well and that you felt that your husband was well cared for by the staff.

You have however, highlighted two very important issues which so often are particularly important for relatives who are anxious to know what is happening with their loved one while they are not with them. Although the levels of care were good, such incidences as you describe can be extremely frustrating for both relatives and patients.

I have already sent your feedback on to the General Manager for this service and hope to have a response to you soon, however if there is anything you would like to add in more detail, then please do not hesitate to contact me directly on lorna.gray@ggc.scot.nhs.uk.

Best Wishes,

Lorna

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