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Care Opinion

Unnecessary behavior from a support worker

Posted By Johan

"Unnecessary behavior from a support worker"

About: University Hospital Wishaw / Emergency Department

(as a parent/guardian),

I attended A & E Wishaw General Hospital with my son around in the early hours of the morning recently and whilst waiting in the waiting area, everyone overheard a health care support worker on the telephone. Everyone and I within the waiting area could hear the health care support worker speak about a patients issues.

The conversation lasted a few minutes, and people around me also commented on the fact that they could hear everything.

I felt it was both unprofessional and unnecessary behavior.

The care and treatment of my son was good.

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Responses

Response from Andy Pender, Senior Nurse, Emergency Medicine, University Hospital Wishaw, NHS Lanarkshire 8 years ago
Andy Pender
Senior Nurse, Emergency Medicine, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 11/05/2015 at 19:59
Published on Care Opinion on 12/05/2015 at 10:07

picture of Andy Pender

Dear Johan,

Thank you for taking the time to post your experience on the patient opinion system.

I am sorry and concerned to read your account of your visit to the Emergency Department.

Patient confidentiality and professionalism is paramount and all staff should strive to ensure all conversations are confidential.This is not the conduct that we would expect from front line staff.

To allow me to investigate this breach of confidentiality I would appreciate if you could contact Yvonne Ross, Patient Affairs Manager on 01698 366558.

Further information from you will greatly assist us in a targeted investigation and prevent this occurring again.

I am pleased that the clinical treatment to your son was satisfactory and hope that he is feeling better.

Best Wishes

Andy

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Response from Andy Pender, Senior Nurse, Emergency Medicine, University Hospital Wishaw, NHS Lanarkshire 8 years ago
Andy Pender
Senior Nurse, Emergency Medicine, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 15/05/2015 at 13:14
Published on Care Opinion at 13:25

picture of Andy Pender

Dear Johan,

I wanted to update you on some progress that I have made relating to your most recent posting.

I have met with the Senior Charge Nurse from the Emergency Department to discuss these concerns. The action that we have taken as a result of your posting is that will share this with all the staff.

We have also decided to highlight this in our Emergency Care Monthly News Letter to highlight the importance of not only confidentiality but also professionalism.

The area within the waiting area is mainly used by reception staff and out of hours also the Out of Hours team. To ensure that we have a team approach on this I will liaise with the Team Leaders of the Clerical Staff and Out of Hours.

If you do still wish to contact the Patient Affairs Manager please do not hesitate to contact her at the telephone number above.

Once again I would like to apologise to you about this and wish you and your son well.

Best Wishes

Andy

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