"My mothers experience"

My mother had a day case procedure which thankfully was uneventful. My feedback relates to communication and care/ compassion related to her experience.

Communication

I made several phone calls and left messages trying to clarify preadmission Covid swab details. Despite calling the number on the Covid appointment letter these were never returned. 

Signage

There is a very large clear sign at the side of ED directing patients to the day surgery unit . However DSU has moved due to current Covid situation. It would have been really helpful to have been told this when admission was arranged. Temporary DSU is a considerable distance for an anxious elderly lady with very poor mobility. It would perhaps be appropriate for the sign to be temporarily removed or amended with diversion instructions.

Care and compassion

I was approached by (?) security staff (Davie) as I was working out how I was going to get my Mum safely to her appointment in time. He could see how we were struggling to get her out the car and in to the main entrance. Not only did Davie go for a wheelchair and transport my Mum into the foyer but he also moved a barrier to allow me to park temporarily. I was very grateful to Davie for his help and compassion. 

All of the staff (portering/ general services) who we asked for directions on the long way to our destination were so helpful and friendly.

I am a senior nurse working in an acute setting so am very familiar with changes we have all had to make due to the current pandemic and the challenges these present. My feedback is not meant to be critical. In fact the positive actions and behaviour of the staff significantly outweigh the poor communication and signage I have described.