On the whole my experience was infinitely better than previous visits to QE. What is gratifying is that there appears to be a real response to previous feedback that is reflected in the discussions I have had with staff on this visit.
This visit in itself is worthy of more detailed feedback; first where change is required.
My appointment letter arrived 9 days prior to the procedure date. Whilst I was able to move things around in terms of work and home life many people would not be able to at such short notice.
The information leaflet, which arrived with my appointment letter, is 5 years old. This predates the service reconfiguration at QE and means that the instructions with regard to phone numbers and locations are out of date.
The information leaflet also includes incorrect instructions and missing information. When, as I was instructed to do, I stopped my Aspirin and attempted to contact the department I spent about an hour on the phone being bounced backwards and forwards until I found the right person to talk to. It turns out that I didn’t need to ring in anyway.
There seems to be a failure in the culture at UHB with regard to staff introducing themselves. I’ve raised this in previous stories and it doesn’t get any better.
I met at least 9 members of staff in my short visit this time. Only two of them introduced them selves Bev, who met me to discuss the issues around my previous visit and Joe Radiology SpR who performed the procedure.
In my opinion, introducing your self when meeting someone on the first occasion is basic common decency.
I am disturbed that Nurses Doctors and Radiologists seem to be uncaring enough to think that this isn’t important.
The upside; what went well or should be commended.
All of the staff were professional (save for the introductions) and caring. My journey through Ambulatory care and Angio was efficient and the standard of clinical care was high.
I would like to draw attention to a number of members of staff who I will name where possible (either they introduced themselves or I asked their names).
Bev who made a point of meeting me prior to my procedure to discuss my previous concerns address my new ones (the information leaflet) and inform me of the progress in the actions she had been taking to deal with the issues. Bev has maintained contact since the procedure and is genuinely taking my feedback on board in an effort to improve the patient experience. Thank you Bev.
Joe Radiology SpR, who’s patient explanation, easy going manner and skills eased my anxieties and ensured plain sailing through the procedure. His handling of the minor emergency during the procedure was calm and efficient. Thank you Joe.
Angio Suite staff, whilst I didn’t catch any of their names they were all kind and effective at their respective jobs. As I mentioned before a minor emergency during the procedure was dealt with very calmly and efficiently which made me feel very safe in their hands. To be honest if I didn’t have a little ‘insider knowledge’ I wouldn’t have known there was an emergency at all.
In addition the very careful and deliberate instruction given to the staff nurse from ambulatory care ward as to what and how frequently to monitor post procedure made me feel again that I was in safe hands. As an after thought I’m not sure that the Staff nurse would have known had she not been given this instruction- there might be an education issue there.
Student Nurse Beth and Staff Nurse Sueett. who diligently and carefully followed the pre and post op instructions with care and good humour. I developed some pain post procedure and whilst there was nothing prescribed Sueett ensured that medications were prescribed electronically and remotely and administered them within 20minutes of me asking.