Care Opinion

I felt I wasn’t being properly listened to

Posted By TClydesdale

"I felt I wasn’t being properly listened to"

About: The Ulster Hospital / Cardiology Hub

(as a service user),

I recently attended the Cardiac hub at UHD. The Nursing staff were very attentive and welcoming. I had an ECG and Nursing staff obtained my clinical observations.

I was then shown a seat to sit on, I didn’t have long to wait until I was seen by a speciality doctor. Unfortunately all patients were sitting very close to each other and there was no confidentiality or privacy. The doctor seemed to be distracted by what was going on around the ward/area and I felt I wasn’t being properly listened to, some sitting and standing clinical observations were obtained and then given to the doctor to review. 

I was then reviewed by the doctor and told I needed to have a 24-hr tape, the technician came quite quickly and gave me the device and instructions on how to attach the monitor at home. I contacted the doctor's secretary to ask for a copy of my visit and was informed I could obtain a copy from my GP, which I did. 

I have looked at this visit summary and have noticed that there is information included that I did not tell the speciality doctor in relation to current prescribed medication and my family history, which has somewhat made me very annoyed as I felt that the doctor wasn’t listening correctly to me at the time of my consultation and I feel my visit summary in fact confirms that!

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Responses

Response from Nial Scott, Experience & Involvement Facilitator, Safe and Effective Care, South Eastern HSC Trust 4 months ago
Nial Scott
Experience & Involvement Facilitator, Safe and Effective Care,
South Eastern HSC Trust

I facilitate and champion the Involvement & Experience functions within the South Eastern Health and Social Care Trust

Submitted on 05/11/2024 at 16:40
Published on Care Opinion at 16:40

picture of Nial Scott

Dear TClysdesdale,

My name is Nial. I am an Experience & Involvement Facilitator within the South Eastern HSC Trust, and part of that role includes responding to any person who tells their story through Care Opinion.

I would like to thank you for taking the time to use Care Opinion to share you experience at the Cardiology Hub, and I apologise that this experience did not meet the standard that we strive for.

I have shared your story with the service leadership within the Cardiology Hub, who have sat down to review your experience and would like to issue a service-level response to you:

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We are very sorry to hear of this feedback.

Unfortunately due to the physical constraint of the room and the rapid access nature of the Cardiac Hub this may sometimes lead to the Department being busy.

We apologise that you felt this environment did not provide the privacy and confidentiality you required. An office is available if patients require privacy and we are sorry that this opportunity was not offered to you.

Letters often include chart information from other electronic medical records from other medical appointments to obtain a more comprehensive history.

We acknowledge you have taken the time to voice your concerns both through sharing your story on Care Opinion and via phonecall to our Administration Staff. We hope the letter we personally issued to you has clarified your concerns, and if there is anything further you would like to discuss please do not hesitate to contact your Cardiac Consultant.

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I wish you the best with your health going forward,

Nial

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