When Communication Works Well #PooleHospital


 

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I went along to Poole Hospital at the beginning of the week with my husband for an outpatient’s appointment.

On arrival in the Blue Clinic we were met by a lovely friendly volunteer who was eager to show us how to use the self-service booking system. She talked us through it chatting away whilst she was booking him in. Her lovely friendly nature was a breath of fresh air and it was obvious that she enjoyed being there. She then took us to the area we needed to be ready for our appointment.

The TV screen in the department gave out useful information as well as informing us that the clinic was running a bit late – this was extremely useful as it allowed my husband to pop off to the toilet without worrying that he might miss being called in for his appointment.

After a short while a healthcare assistant came out to apologise for the delay and she told us how many people were in front of us (we only had one other person before us) She went around everyone else in the department informing them of the same.

When his appointment came we were had a lovely welcome from the consultant together with a handshake, smile and great eye contact. The consultation wasn’t rushed, we had plenty of opportunities to ask questions and everything we needed to know was covered. Everything was explained in full details and in a way that we could understand.

We were in the department no more than about 45 minutes from arriving to leaving. It was a brilliant service and the most impressive thing was the communication, it was excellent and this must be so useful for people who perhaps are unsure, or somewhat confused at a being in such a large department.

We were both very impressed with our overall visit. Well done Poole Hospital, your staff, volunteers and communication was excellent.

 

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© 2011-2017 Reception Training all rights reserved
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The Intensive Care Bed #Hospital


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Here in the UK last night the BBC aired a programmed called “Hospital”. It was a very moving programme showing how stretched the NHS is. It certainly opened my eyes to the daily nightmares that consultants, managers and nursing staff find themselves in on a daily basis. The shortage of Intensive Care beds the result in operations having to be cancelled and patients being turned away for life saving operations. The look of frustration and helplessness etched on the faces of many.

How I felt for the patient that had his operation cancelled for the second time, being sent home after waiting in the ward anxiously waiting to hear that an Intensive Care bed was available – it didn’t happen the bed was needed for another patient.

It brought be back to when my mum was “that patient”. Extremely poorly with bowel cancel, awaiting a life saving operation. She was prepared for the op by having nil by mouth for 24 hours the day before the scheduled operation. By 4.00 that afternoon she was still waiting, we her family were waiting with her trying to keep her spirits up. Finally, I went along to the nurse’s station to find out what was happening to be told that her operation was cancelled due to there being no Intensive Care bed that she needed after her operation. Her operation was delayed to the following week.

The following week arrives, my mum another week on, getting weaker by the day but we were all optimistic she was having her op that day. It got to lunchtime and we got the dreaded news her operation was cancelled again for the 2nd time. The Intensive Care bed was needed for a man who was involved in a road traffic accident. I remember feeling anger at this person who I didn’t know – because of him my mum was not able to have her operation again – and then the instant guilt of feeling like that. This faceless unknown person fighting for their life as my mum was doing got the bed first – WHY!! I often wonder how their family felt – they probably just took it for granted that the Intensive Bed was there – as I thought before this nightmare began. Her operation was delayed for yet another week.

The 3rd week arrived – just a few days before Christmas. We were told previously that mum would be first on the operating list. I sat with her – her fight all gone. All 4 and half stone of my beautiful mum wasting away in the bed before my eyes. They came around to get her prepped for the operation. Excitement building like this was something that we didn’t believe was ever going to happen. Somthing that before this we had just taken from granted. Patients starting going down to the theatre – the consultant came up and asked if he could have a word with the family. His dreaded words “I’m sorry but we are going to have to cancel mum’s operation again” Our grief at that moment was unbearable. My heat was torn in two – how on earth could she survive another week. Amongst all of the shouting and swearing the panic and the disbelieve I still remember the look of despair on the consultants face. He just didn’t know what to say. He apologised and said that he would have felt exactly the same if it had been his family. It was the same story – they didn’t have an Intensive Care bed for mum after the operation.

I would never in my wildest thoughts that it would have been a bed that would have prevented my mum from having a life saving operation. It just didn’t make sense. I actually believed at this stage that this was just a lie – that they didn’t feel that mum at the age of 70 years was worthy of this operation. I felt they were just waiting on her dying.

The consultant went and spoke to mum. She had lost the will and just nodded – perhaps like me she thought that she was never going to have this op.

I remember mum saying she was hungry – I sent my Dad to get her a sandwich from the canteen. This has been her 3rd week of starving for 24 hours before being told she wasn’t having the op. She then asked the nurse for the commode. The nurse went off to get one. The nurse took longer than mum could wait and she attempted to get out of bed to get to the toilet – as ill as she was she still had her pride. As she stood upright the tumour burst – all over the floor. Within 10 minutes she was being rushed to the operating theatre where she had the operation.

She finally had the Intensive Care bed that she was promised 3 weeks ago, albeit only for 2 nights instead of the 5-7 she was told she would be in there for. She was  then transferred to the high dependency unit. I often wonder if someone had to be moved out of intensive Care to make way for mum, or if someone who was waiting for it had been cancelled like my mum had.

Watching the programme last night brought it all back. It made me see the nightmares that the staff have on a daily basis trying to access Intensive Care beds for patients. As the programme showed last night we in the UK have the most wonderful consultants with the most amazing powers to carry out life changing operations, the dedicated staff who work around the clock to look after the patients before and after their operations and the most marvellous well equipped hospitals that we should be so proud of. But how shocking it is to think that it sometimes comes down to the “luck of the draw” when it comes to needing that much-needed Intensive Care bed.

 

© 2011-2017 Reception Training all rights reserved

Just how important are Telephone Messages #AnswerMachine


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Just how important are telephone answering machines? VERY important as it keeps your customers informed of you’re opening days and times.

Last week I needed to contact my dentist for an urgent appointment. He is a one-man dentist, with a hygienist and a nurse/receptionist. When he has any time off the practice closes.

I rang at 09.00 last Monday morning, the telephone just rang and rang, no one answered and there was no telephone answering message. I thought they might be starting at 9.30 so I range again – still no answer. I did think this was strange as usually when he has been away on holiday he has answered the phone via his mobile and has advised from there. This time there was nothing.

I tried again just after lunchtime and again around 4.00 pm. I wondered if perhaps he was having a long weekend off. I even checked that I was ringing the correct number.

I tried again the following morning, at 9.00 and 11.00.

The worse part for me was the not knowing. Had there been a message to say how long the surgery was going to be closed for I could have then made a decision to either wait and see him or to seek treatment elsewhere.

As I needed an urgent appointment I telephoned another practice locally and was luckily enough to get an appointment that same afternoon.

Just as well I did as I was told that had I left it any later I would have probably lost the tooth.

I have been with my dentist for over 9 years. No reason to change to be honest, I am not fond of the dentist at the best of times, but he always seemed to be good enough.

I actually found the new dentist to be extremely pleasant, she made me feel very much as ease. The surgery surroundings were very relaxed and the Receptionist was lovely, she chatted away.  I felt far more relaxed when I went in to see the Dentist and she talked me through what she was going to do. The surgery was also much closer to home and there was free parking where I used to have to pay for parking at my other dentist and to add to it all the new dentist’s overall charges were considerably a lot cheaper than my regular dentist.

Taking everything into consideration I have decided to move to the new Dentist, it suits my needs much more, but I didn’t realise that until I was forced to visit the new surgery.

Had my old dentist had a telephone message advising how long the surgery would be closed for I would probably still be going there now.

So, it is vital that you have a good telephone message set up on your phones. Ensure that the message is appropriate and you might have to change a message if you have the following:

  • Morning opening times that differ
  • if you close for lunch – state what time you open again at and leave any emergency numbers as appropriate.
  • Evening closing times differ – again leave any emergency numbers
  • Friday night – leave messages appropriate for weekend closing and again leave any emergency numbers
  • If there is a bank holiday, please ensure that this is mention in the last message before the holiday.

Get someone who has a good clear voice to record the messages. It is essential that they speak slowly and clearly and repeat any emergency telephone numbers twice.

Get someone to check the messages regularly to make sure they are the correct ones.

If you do not want anyone leaving messages add this to your message and make it clear that the service does not accept telephone messages. If you don’t people will use it as a message machine.

There is nothing worse that getting a telephone answering message that is out of date or wrong!

Having the correct telephone message on your answer phone is important. You could lose customers if it’s not.

© 2011-2017 Reception Training all rights reserved

Does your Receptionist recognise signs of Sepsis. A Patients Story #Bournemouth Hospital


There has been a lot of publicity recently regarding Sepsis. This is aimed at raising awareness and those that work in the GP surgeries and Hospitals will know on too well that this will create fear amongst some patients and therefore will be more than likely phoning the Surgery/Hospital for advice.

We are being told Sepis should be treated urgently as we would a heart attack.

For all Receptionists, Secretaries and Administrators who could be faced with a query regarding this are you fully competent to deal with it? Would you be confident in dealing with a call that could be Sepsis? I must confess I am not sure I would be able to identify this emergency a few weeks ago, but I feel a lot more confident now that I have read up on it.

You probably have procedures and policies in place for dealing with a heart attack. Have you a procedure or policies in place to deal with sepsis? Perhaps at your next team meeting you could put this on your agenda or speak to your Reception Manager or Practice Manager about having one written up.

The most important thing is that you know the facts about Sepis and what is expected from you as a Receptionist if you take such a call. Don’t be one of those surgeries/hospitals that could be highlighted as missing something that might be so obvious to someone who knows what Sepsis is.

Many doctors view Sepsis as a three-stage syndrome, starting with Sepsis and progressing through severe Sepsis to septic shock. The goal is to treat Sepis during its early stage, before it becomes more dangerous.

Sepsis usually comes with a probable or confirmed infection and includes several symptoms. These perhaps can be discussed with a Doctor and the Receptionists and a guide of what questions to ask the patient.

Septis has to be treated quickly as the patient can go downhill very quickly

A chart that I found very useful to help identify some of the symptoms:sepsisqa-2015-big

A very interesting clip from the Royal Bournemouth Hospital highlighted a patients experience and how his Sepsis was nearly missed. They are keen to spread awareness. Well done Bournemouth Hospital for sharing this short film.

Published on July 13 2016. 

Sepsis is a medical emergency, here at RBCH we are keen to spread  awarness and listen to patients experiences to improve care. 

 

Happy Patients #guestpost


imagesCAUP3U1DThe guest post today is from someone I don’t personally know, but with her permission I would like to share it with you, and to stress how important it is to keep patients informed when the Doctor or Nurse is running late. Quite often patients are not annoyed at the delay in their appointments, it the “not knowing and lack of communication” that can quite often bring on frustration and anger.

By informing the patients that there is a delay you are taking away a possible frustrated patient coming to the desk demanding to know what is happening when their appoitment times has come and gone – it then too late the damage is  already done – the patient is angry and you as the Receptionist is more than likely to get the brunt of it.

Guest post:

“I had a Hospital apt today at Aintree Hospital here in Liverpool mum came with me, the clinic was running late. Billy the senior HCA was rushing around everywhere making sure everyone was ok and informed us all of the delay “no wonder he’s so thin he never stands still” mum commented. We went through from 1 waiting room to another and was again informed of the delay that there were 3 doctors on and were doing their best. Around 10 minutes later mum started nattering to the lady sat next to her, the lady said “there is a delay my apt was at 10:30am” mum “it is what it is, where would we be without our NHS”. No amount of waiting time is a problem for me or my mum if it means we keep our NHS, I am NHS staff myself and I love our care system its the best in the world and we should all fight to keep it. The poor doctor I saw had a packet of biscuits on his desk to keep him going, clearly working through his lunch”

 

I have previously written a post on keeping patients informed:

When The Doctor/Nurse is running late. http://t.co/Tlnpi4OD

 

Every Surgery Should Have One 


This appeared on my Facebook page today – shared by a lovely friend and Doctors Receptionist.

This notice is displayed at the Royal Arsenal Medical Centre – well done to them.

I totally agree that every Doctors Surgery shoul have one of these notices displayed in their waiting room.

New Year, New Beginnings


Happy New Year.

January is usually a bit flat after Christmas, but not for me this year.

I had a great weekend, stayed with a good fiend whist facilitating a great training session in London. The team was fantastic made me feel so very welcome and interacted so well. Just love my job when I see results like I did this weekend. I hope that I continue to have great training sessions throughout this year.

We are also eagerly waiting the arrival of a baby boy to the family. He is determined to keep us waiting as his due date is today and is showing no signs of arriving any times soon. But like all babies he will arrive all in his own good time.

This baby is certainly a much wanted baby as his mummy and daddy have waited 6 long years for him, going through a failed IVF last year before falling naturally the month after.

I never realised the hard long hard struggle IVF was on a couple – each successful stage in the IVF a victory and a goal nearer to the next stage. 3 long months of injections, hormones going through the roof, sickness and anticipation. Hearing friends on a IVF group being unsuccessful only adding to the worry.

She went through every stage with flying colours, lots of healthy embryos collected and one successfully put back in. All they had to get through was the next week, a week to see if they had a positive pregnancy result. Why wouldn’t they? After all she had got through every stage with great results. Then the dreaded bleed came. People tried to reassure her that this can happen in pregnancy, but sadly it wasn’t to be – the IVF had failed. They were another IVF statistic.

They were devastated as you can imagine. They were told that they would have to wait 3 long months until they could have their 2nd round of IVF – an eternity to them.

They booked a holiday to try to get over the disappointment whilst knowing what they were going to face in round 2.

Then 4 weeks 6 weeks later – the unbelievable happened – they found out they were pregnant – naturally.

They are one of the “lucky ones” albeit they waited 6 years, some of their friends have been waiting a lot longer, and more have gone through several unsuccessful cycles of IVF

Our new mummy suffered really bad morning sickness, and several bouts of urine infections all of what was a worry to them – the fear of losing the baby never left their minds.

Sadly she has at times found her Doctors Receptionists really unhelpful when asking for advice. Appointments days away, and misunderstandings resulted is urine infections waiting all weekend before being treated.

Whilst no one should expect “special treatment” it is always good to remember the road that these people go down when facing fertility treatment is a long and hard one – sometimes they just need a bit of empathy.

 

© 2011-2017 Reception Training all rights reserved