Care Opinion

Outpatient Orthopaedic Clinic

Posted By Bunchlet31

"Outpatient Orthopaedic Clinic"

About: Altnagelvin Area Hospital / Trauma & Orthopaedics

(as a service user),

I attended outpatient clinic in AAH.

I have am hearing impaired. Masks are seriously challenging. I was screened at the door by a person who was seriously difficult to understand.  I explained I was deaf but he was unable to make any adjustment for my condition. 

I get through to outpatient and had to speak to reception staff through the Perspex screen again I had to explain my problem. He was extremely helpful and came around and spoke to me directly which was helpful.

I got into Mr Lappin’s consulting room. I explained again and he was so helpful and put me at my ease. He offered to take his mask off but I didn’t want to put him or the other member of staff at risk. He spoke clearly and we were able to communicate.

Masks are there to protect everyone and I accept that. However, there were no signs to indicate who should speak to if you required help. I find this a general problem but I would like to think that a healthcare establishment do more to train staff in sensory impairment.

My consultation was very good and staff were pleasant and tried to be helpful. Obviously because barriers were erected to protect staff and rightly so but spare a thought for those that have a sensory impairment.

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Responses

Response from Vi Gray, Professional Nursing Support , PCOP, Western Health & Social Care Trust 3 years ago
Vi Gray
Professional Nursing Support , PCOP,
Western Health & Social Care Trust

encourage people to share their experiences of health and social care, what matters to you, what you particularly liked or disliked so that we can share with the relevant department, and staff .

Submitted on 09/04/2021 at 12:38
Published on Care Opinion at 12:38

picture of Vi Gray

Hello Bunchlet 31

My name is Vi Gray Patient and my work involves Patient and Client Experience. Thank you for taking the opportunity to share your experience of the Outpatient Orthopaedic Clinic. Firstly can I apologise and explain the delay in responding. AAH is also used by Antrim Area Hospital and your story had been assigned there by mistake. I was alerted to this by the Care Opinion team, who apologised for this administration error.

I have shared your feedback with the Departmental Manager and Assistant Nursing Manager for Trauma and Orthopaedics who will share with the staff including the “extremely helpful “reception staff member and Dr Lappin ” who was helpful and put you at ease”.

You have highlighted issues which have just been equally challenging for staff particularly during this pandemic around the of wearing masks and having to balance with Infection control and Public Health Guidelines. I can offer you assurance that staff do undergo training in Sensory Impairment and a number of our staff throughout the Trust have undertaken Deaf Equality Awareness Training, facilitated by British Deaf Association and also attended Visual impairment training.

Recently there has been work carried out in conjunction with the British Deaf Association including The Access and Inclusion Advocacy officer who has worked closely with the Trust in helping to develop resources for staff to support those who are deaf or hard of hearing (below)

Yesterday I delivered a supply of the resource cards and posters to the Orthopaedic Clinic for staff distribution and spoke with Departmental Manager. Existing posters throughout clinical areas were removed at the beginning of pandemic to make way for Covid Posters, Safe distancing and Personal Protective Guidelines

The manager will respond to you directly and would welcome any further suggestions that you may have.

Thank you again for bringing this to our attention

Best wishes

Vi Gray

See it my way poster for WHSCTSee it my way QR code for staff at WHSCT

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Response from Rosemary Gardiner, Deputy Sister, Clinic 3, Altnagelvin Area Hospital 3 years ago
We are preparing to make a change
Rosemary Gardiner
Deputy Sister, Clinic 3,
Altnagelvin Area Hospital

Submitted on 06/05/2021 at 09:34
Published on Care Opinion at 15:20

picture of Rosemary Gardiner

Hello Bunchlet31

My name is Rosemary and I am a deputy sister working in clinic 3 of Altnagelvin Hospital. I would like to take this opportunity to thank you for taking the time to offer feedback to us about your experience.

Firstly, can I begin by expressing my sincere apologies for staff being unable to make adjustments for your impairment upon entering the main outpatients department. I appreciate your understanding in relation to current infection control practices regarding face-coverings but after reading your comments I understand this must have presented some challenges for you.

I was pleased that when you entered clinic 3, staff attempted to make adjustments within their limitations with regards to Covid and public health guidance and I have relayed this back to the staff involved.

I have used your feedback to help educate staff in order to help improve the experience of patients with sensory impairments. We are currently, as a team, working on a poster to be put up around outpatient departments with details of how to identify people with a sensory impairment, in order to determine what adjustments must be made, and who to speak to, in relation to this. We have also sourced a new type of clear front face covering that hopefully should make communication a bit easier.

I would welcome the opportunity to share the posters with you, further explore your experience and any further recommendations we may be able to implement to help improve our practices and learn from your experience. If you are happy to be involved could you email me please at rosemay.gardiner@westerntrust.hscni.net

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