Care Opinion

Poor communication and listening skills

Posted By scarlet12

"Poor communication and listening skills"

About: Ninewells Hospital / Diabetes

(as a service user),

In my experience, doctors lack communication and listening skills. There was no communication or anything during covid about what patients had to do, and for 3 years the doctor kept referring to outdated blood tests. I didn't get a letter explaining anything for them, nothing at all.

It's been a year since I have been seen and no letter for an appointment.

I go up there now and there are no notes, but sitting with bits of paper, I am considering a discussion with the ombudsmen to get my notes out to be checked also.

I feel this department is very poorly run and organised, communication and listening has been shocking. There has been no change at all.

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Responses

Response from NHS Tayside last month
We are preparing to make a change
NHS Tayside

Submitted on 07/11/2024 at 13:48
Published on Care Opinion at 13:48

Dear scarlet12,

Thankyou for your feedback. Unfortunately without further details we are unable to look into your particular case.

NHST is currently redesigning Diabetes care to ensure that patients have up to date information and support.

Should you wish to discuss the details of your own experience further please disclose your details via the care opinion team and we can contact you directly.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by scarlet12 (a service user)

Hi thankyou

How long does it take to redesign as I already went to the ombudsmen 8 years ago for all the same things and my brother and still it's getting worse not better.

Better organisation would be better and communication with patients would be the first step.

Response from Victoria Sullivan, Project Manager, Elective Medicine, NHS Tayside last month
We have made a change
Victoria Sullivan
Project Manager, Elective Medicine,
NHS Tayside

Project manage and facilitate change programmes, transformation and service redesign across Elective Medicine services within NHS Tayside

Submitted on 26/11/2024 at 16:58
Published on Care Opinion at 16:58

picture of Victoria Sullivan

Dear Scarlet12

The changes that were mentioned in the recent reply to your Care Opinion story, are now being rolled out across Tayside. Further information on these changes can be found here: https://www.nhstayside.scot.nhs.uk/News/Article/index.htm?article=PROD_383714.

This video helps explain that patients will have their blood tests for diabetes more regularly, in locations closer to home: https://www.youtube.com/watch?v=sedtpPH7DFY.

I hope this helps reassure you that the changes to NHS Tayside's diabetes service will help improve your experience as a patient.

With best wishes

Victoria Sullivan

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Update posted by scarlet12 (a service user)

Hi Victoria

Thank you for letting me know. I feel the communication should have been done way before now as I know a lot of diabetics are wondering. The same happened with the lack of communication during COVID.

Hopefully communication and listening will get better, as it's been going on far too long with patients left wondering or panicking about what is going on.

It would be good if everyone is told by letter at least, to let patients know what is happening or going to happen.

Thank you.

Response from Victoria Sullivan, Project Manager, Elective Medicine, NHS Tayside 4 weeks ago
Victoria Sullivan
Project Manager, Elective Medicine,
NHS Tayside

Project manage and facilitate change programmes, transformation and service redesign across Elective Medicine services within NHS Tayside

Submitted on 29/11/2024 at 14:18
Published on Care Opinion at 14:18

picture of Victoria Sullivan

Hi Scarlet12

Each patient who has been attending appointments with the diabetes specialist team in the past, will soon receive a letter from us letting them know that they will be asked to get their blood tests and screening done at their GP practice or at a Community Treatment and Care (CTAC) location near them.

If you haven't received a letter about this yet, it's because this change hasn't yet been rolled out across all of Tayside. As soon as this starts in your area, you'll receive this letter.

One of the improvements being introduced with this change in diabetes is that patients will receive Care Summary Booklets after they've attended blood test and screening appointments. These booklets contain detail about your results, help explain what they mean, and give patients an opportunity to think about some of the goals they'd like to work on and some of the things they may want to ask the specialist team when they see them.

We're sorry that patients have felt communication has not been effective in recent years and we're making these changes to help improve this. I hope that helps to reassure you that you will be communicated with about these changes soon.

With best wishes

Victoria

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by scarlet12 (a service user)

Thank you for letting me know. It would have been good if communication was first told to patients that they're working on a new system and be in touch to let people know what will be happening then another letter put out saying, but lots of people have not heard a thing.

But thank you for letting me know what will be happening and I will let some others know as they are wondering what us going on.

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