"Problems hearing nurse for out patient appointment"

About: Hairmyres Hospital / Ophthalmology

(as the patient),

I was waiting for my name to be to be called in the ophthalmology clinic. Strangely in this clinic, all the seats face away from the reception desk, towards a wall. When nursing staff came to call patients to the next stage they walked behind us all, calling the name. Because I am deaf in one ear, something I have never regarded as a disability, I am unable to locate the direction of a sound. When I heard my name I had no idea who or where the person calling me might be.

The nurse was pleasant but did publicly laugh at my inability to find her. Wouldn't it be more sensible to have the patients facing staff that might be calling them or instruct the staff to move in front of patients before calling their names and therefore reducing the potential for embarrassment for the considerable number of us who have less than perfect hearing?

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Responses

Response from Gwen MacIntyre, Senior Nurse, Surgical & Critical care, Hairmyres Hospital We are preparing to make a change

picture of Gwen MacIntyre

Dear Polly43,

I am deeply sorry for the poor experience you had in our Ophthalomology waiting area, as someone who has difficulty with hearing, I completely understand how upsetting this has been.

It is unacceptable for staff to have behaved in this manner and I will address this with the department staff immediately.

I will be reviewing the position of the chairs and the practices of staff calling forward patients today.

I will feedback later today with my findings and any changes we can make to ensure patients are not only notified of their appointment appropriately but also with care and compassion.

Kind Regards

Gwen

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Response from Gwen MacIntyre, Senior Nurse, Surgical & Critical care, Hairmyres Hospital We have made a change

picture of Gwen MacIntyre

Dear Polly43,

I have now reviewed the reception layout and can absolutely agree this is not appropriate.

We are turning the chairs around today to have them facing the reception desk to avoid any future concerns regarding patient's being called for their appointment.

I have passed your experience onto the Senior Charge Nurse who was very sorry to hear that staff had behaved in an uncaring manner by laughing. All staff will be spoken to in order to improve their person centered care and compassion practices.

Once again I am very sorry for your poor experience however I am also very grateful that you have brought these things to my attention which has allowed me to make a change which will benefit yourself and other patients for the future.

Kind regards

Gwen

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