"Talking through the patient and not knowing who..."

About: Wexham Park Hospital

Our mother was admitted as an emergency patient in the early hours of the morning, the emergency care was extremely good however despite out mother being fully conscious and aware of what was going on, without exception, the nursing staff talked over mum and asked the basic of questions to my sister or me.

Each time a question we asked, we referred the question back to mum who was more than capable of responding, it just felt that given mum was elderly the apparently assumption was that she was “incapable” of answering the most simple of questions and whilst I fully appreciate that in many cases emergency patients are unwell and possibly not in the position to respond to questions, it was obvious to all who attended her this was not the case on this occasion but it appeared to be habitual.

I would also recommend that Wexham Park Hospital introduce Kate Grangers’ “Hello my name is” as at no stage did any of the Healthcare professional treating our mother during the 4 hours we were waiting for her to be admitted introduce themselves, even staff who were having to administer uncomfortable, invasive and extremal private treatment (such as placing a catheter) introduce themselves extremal private. While I know this would not have changed the level of care provided, we feel it demonstrated a lack of respect and dignity and will help to make patients just a little less impersonal.

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Response from Wexham Park Hospital

Dear Katie C

Thank you for taking the time to leave your feedback on your mother's care in the Emergency Department.

I'm pleased to hear that the care was extremely good but very disappointed to read the rest of your experience.

This falls below the standard we expect for communication and we have already introduced the "Hello my name is" campaign across the Trust. Clearly this will need to be revisited with the team, and your feedback will be shared with them directly.

I hope your mother is recovering well

Kind Regards

Claire Marshall

Head of Patient Experience

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