"XRay department experience"

About: Monklands District General Hospital / Trauma & orthopaedics

(as other),

Today I took my daughter to Monklands Hospital to have an xray of her hand after referral from our GP. My daughter has had Raynauds from a young age and up until recently has had the usual raynauds symptoms however nothing of concern. She is 14 and has been experiencing painful swollen joints for a few mths now and our GP felt the need to exclude injury...so I took her to Monklands Hospital today for her Xray, as her Mum I'm worried about her symptoms due to her history of Raynauds and what potential changes related to her hands could mean.

I arrived at the X ray reception desk staff were friendly and asked us to take a seat in the waiting area where many other people waited to be seen. A radiographer came out and called my daughters name . There was no introduction and no explanation to me what to expect the interaction was not what I would expect for a child arriving for an xray. As I sat in the department patients on trolleys who clearly were inpatients waiting to be seen. There did not seem to be any effort to protect there privacy and dignity. I then witnessed a radiographer boast to their team mate that they had got a patient through first saying,You snooze you lose, in full earshot of every member of the public waiting for whatever reason to be seen.

I went to reception to ask if they had feedback forms as I felt the interaction in the department could be much improved. They immediately asked if I would like the contact to complain. They then looked for the radiographer in charge.

My daughter came out of Xray on her own, no member of staff felt that it might just be the right thing to do by taking 2 mins to tell me that she had had her xray and when they thought it would be available to the GP. If I'm honest I have no idea if they knew anything about my daughter. They just processed her! !

The senior radiographer came to me with a brown envelope with the name of the complaints manager hand written on it. I didn't want to complain I wanted to feedback the experience so that they would hopefully reflect on the service they provide. I was told it was a "legal requirement and for privacy" that they didn't explain anything to me as my Daughter is 14....Honestly I have no words. I wondered about the privacy of all the inpatients stacked up for imaging in sight of everyone waiting.

It doesn't matter how busy we are in our working life, shift, moment it takes staff with pride about the service to take the time to just be friendly, professional and help the public feel cared for.... a simple Hello, a simple introduction.

My daughter said to me as we left ....well mum at least we got seen quickly! !

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Responses

Response from Andrea Fyfe, Director of Hospital Services, Monklands Hospital, NHS Lanarkshire

picture of Andrea Fyfe

Dear just a mum

I am very concerned to read your comments regarding the care your daughter received today whilst attending Monklands Hospital. At all times we expect to provide patients and their families with dignity and respect.The manager for this service will be in contact with you to discuss your comments and your daughters care and experience. Once again please accept my apologies for the care your daughter received today in Monklands Hospital. Please contact me personally if you want to further discuss this matter.

Kind Regards

Andrea Fyfe

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Response from Peter McCrossan, Director for Allied Health Professions, Allied Health Professionals, NHS Lanarkshire We are preparing to make a change

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Dear Just a Mum,

I have read with concern your comments in relation to your and your daughter's experience of the X-Ray department at Monklands Hospital. Our goal is to provide a consistently reliable patient experience - particularly around respect and dignity for patients at all times. However, based on the events you describe we did not meet this goal, and I would thank you for bringing this to our attention.

I note from Andrea’s response that she has asked the manager of the service to make contact with you. I would be keen to ensure that your comments regarding your experience be used for coaching and training of staff, and I will liaise with the senior manager concerned to ensure that this takes place.

Thank you once again.

Best wishes

Peter

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Response from Peter McCrossan, Director for Allied Health Professions, Allied Health Professionals, NHS Lanarkshire We have made a change

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Dear just a Mum,

I wanted to give you an update on our activities as a result of your feedback and following your telephone conversation with the Radiography head of service.

Your story has been shared with Radiology staff at our three acute hospitals who were disappointed and embarrassed to read the account of your experience.

The Lead Radiographers have reviewed the procedures for meeting and greeting patients in the waiting area and staff will introduce themselves before checking confidential information in the privacy of the x-ray room. They will accompany all children back to their parents to let them know what has happened and what to expect next. Typically x-ray reports are sent back to the patient’s GP within 10 days.

Please be assured that all staff are aware of the need to protect the privacy and dignity of all patients, particularly those who are frail and vulnerable.

We are keen to hear from people about the service we provide and welcome all feedback. During the past 18 months we have introduced new feedback forms, as well as developing ward and department welcome boards which are sited throughout the hospital and advise how you can provide feedback. I’m sorry that the only route you were offered was a “brown envelope” to the Complaints Manager; thankfully you found Patient Opinion.

I hope your daughter is keeping well.

Best wishes

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Response from Jason Leitch, Clinical Director, Health and Social Care Directorate, Scottish Government

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I thought I'd briefly comment on this story from my role in the Scottish Government and as a big advocate for the openness Patient Opinion has generated for us.

This s a great example of feedback for which we're very grateful, followed by a series of responses showing empathy, action and change.

Thanks all...particularly 'just a mum' for helping us learn.

Jason

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