"After initiating an internation..."

About: Fairfield General Hospital

What I liked

After initiating an internation telephone call this afternoon to Ward 6 Fairfield hospital to request a report on the condition of my brother who had been transferred to a higher dependency level due to a clinical concern; the person answering the direct line telephone on the ward did not pass my call to the sister as requested, but rather to a very abrupt and evasive staff nurse, who informed me curtly to speak to a family member. They blankly refused to convey ANY information regarding a deterioration or complication in my brothers condition.

What could be improved

I am appalled at the arrogance and total disregard of the emotions or concern of family members, by a professional member of the hospital staff speaking to anyone in this manner.

There is obviously an urgent requirement to improve the humanitarian aspect towards relatives during verbal communication on the telephone.

Compassion and quality care towards the family as a "whole" obviously require refreshing in the vision and mission of this particular staff member. I did not call from a distant country for any ulterior motive other than a concern regarding the deterioration in the health of my brother.

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Responses

Response from Fairfield General Hospital

Thank you for taking the time to forward on your comments about your experiences of speaking to staff at Fairfield General Hospital. We are sorry for any upset that may have been caused in relation to staff not relaying information to you about your brother’s condition. This may have been because we have to abide by strict confidentiality rules when dealing with patient information. If you would like to discuss the matter further please contact the Patient Advice and Liaison Service on 0161 778 2455, who will be happy to investigate this further for you.

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