Care Opinion

Nothing but praise for all involved on the day

Posted By MWITA

"Nothing but praise for all involved on the day"

About: Royal Alexandra Hospital / Day Surgery Unit

(as the patient),

I attended the Day Surgery Unit at RAH, Paisley, for a colonoscopy. The nursing staff were very friendly, efficient, and professional both when preparing me for the procedure and when I was returned to the ward afterwards. 

The colonoscopy procedure itself was clearly explained by the doctor and the staff involved in carrying it out, and it was genuinely painless!

I was given a written report on the outcome of my colonoscopy and what would be happening next before I was discharged, along with clear guidance on what I should expect after the sedation and the procedure. This was all very reassuring.and useful.

I have nothing but praise for all involved on the day - but I had tried to contact the unit prior to the day of my appt as I had a couple of questions and this proved impossible. The phone numbers given with the info sent were only relevant for rearranging an appt, and when I tried to call via main switchboard at the times specified in the info, nobody answered or the line was continually engaged. This is not acceptable.

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Responses

Response from Lucy Dorrian, Patient Experience and Public Involvement Manager, Patient Experience and Public Involvement Team, NHS Greater Glasgow and Clyde nearly 2 years ago
Lucy Dorrian
Patient Experience and Public Involvement Manager, Patient Experience and Public Involvement Team,
NHS Greater Glasgow and Clyde

Submitted on 28/03/2023 at 14:55
Published on Care Opinion on 29/03/2023 at 06:56

Dear MWITA

Thank you for taking the time to feedback on your recent experience at the RAH.

I am pleased that you felt the staff were professional and caring and that your information on the day and regarding aftercare was clear. I am sorry that you were unable to ask questions in advance due to issues with the phone number and I will pass this on to the day surgery unit at RAH to investigate further.

Kind regards

Lucy Dorrian

Patient Experience and Public Involvement Manager

Patient Experience and Public Involvement Team (PEPI)

NHS Greater Glasgow and Clyde

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Update posted by MWITA (the patient)

Thanks. The problem is that the numbers given in the information sent say that they are for use if you want to reschedule an appointment. I had a query about my upcoming colonoscopy on the Thursday, as I am on medication for another condition that has to be taken with food and as the preparation for the colonoscopy involves a period without food I wanted to ask what to do about this. I called the main switchboard, and said that I wanted to speak to someone about a colonoscopy; my call was then transferred to somewhere where it rang out for several minutes without being answered despite calling at the time stated in the info sent. I called 3 times on Monday between 8:00am and 9:00am and got no response. I tried again between 4:00pm and 5:00pm on the Tuesday and it was constantly engaged. The next time I called the main switchboard I was given the direct dial number - which was one of the numbers for rescheduling an appointment! It was constantly engaged. There is definitely a problem with communication that should be simple to fix - issue a valid direct dial number for queries about the actual procedure, NOT for rescheduling an appointment, and ensure that the phonelines are staffed at the appropriate times. I hope that this can be implemented.

Response from Carolanne McArthur, Senior Charge Nurse, Endoscopy, Royal Alexandra Hospital, NHS Greater Glasgow and Clyde nearly 2 years ago
Carolanne McArthur
Senior Charge Nurse, Endoscopy, Royal Alexandra Hospital,
NHS Greater Glasgow and Clyde

Submitted on 30/03/2023 at 12:07
Published on Care Opinion at 12:15

Dear MWITA,

Thank you for taking the time to get in touch with your lovely feedback for the staff involved in your care. We are delighted to hear you had such a positive experience during your recent visit to the department. We will certainly pass on your lovely comments to the team. Positive feedback really does mean a lot to the staff.

In regards to the communication issues you experienced I can only offer my sincerest apologies that you were unable to speak to the Endoscopy team prior to your visit. If acceptable to yourself I would like the opportunity to investigate this further. I would be extremely grateful if you could get in touch with me directly.

My contact details are Carolanne.McArthur@ggc.scot.nhs.uk or 0141 314 9585.

Kind regards

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