Care Opinion

Nowhere for family communication

Posted By Quarembroidery

"Nowhere for family communication"

About: Musgrave Park Hospital / Enhanced Recovery (ward 6B) Musgrave Park Hospital / Ward 6A

(as a carer),

My husband went in before 2pm for a 3 hour surgery (I understand it can take longer). I had to go to theatre reception (no one was at the desk and open the door and asked the nurses if he was in theatre still or in recovery. I was told he’s in recovery and I can’t go see him, which is fine I did not ask to see him I just have no clue what’s going on. That was 2 hours ago. So I went back to just get an update and the reception (again, I never saw a person at the desk and it looks like it’s being used to store things anyway)- the doors were closed and locked.

I rang the doorbell at recovery bc I had no idea where else to go. They did open the door and looked at me like I was crazy! I just wanted to know if he was still in there as everything around me had been shutting down. They said yes I said thanks and now I’m waiting in the hallway by myself. 

Is this normal?! Do you just not tell family things? He is paralyzed and has had a long hard hospital life so I am just sticking around to be sure he’s put in his ward spot and is comfortable before I go home to get my exhausted self into bed. I’ve been here over 12 hours now and there’s no communication at all. I just have to wait and hope they cart him by.

I’m hopeful that there was just miscommunication and I was forgotten in this hallway all afternoon. If there truly is no waiting area for family where theatre staff can update them, then maybe that should change. It’s been really stressful and worrying day for me.

Thanks for listening.

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Responses

Response from Dympna Hamilton, Assistant Service Manager, Orthopaedic Department, Belfast Health and Social Care Trust 5 days ago
Dympna Hamilton
Assistant Service Manager, Orthopaedic Department,
Belfast Health and Social Care Trust

Submitted on 12/11/2024 at 11:37
Published on Care Opinion at 11:47

Good morning,

I am Assistant Service Manager with responsibility for the Theatre department in Musgrave Park Hospital which includes the Recovery ward.

I am truly sorry for your poor experience and would like to sincerely apologise.

The Theatre reception is staffed with one member of the administration staff 8am-4pm and we do not have cover after this time but we will consider this matter given your recent experience.

The Theatre department unfortunately does not have the space to accommodate a waiting area for relatives and friends. Relatives and friends are welcome to wait in the Mitre shop seating area adjacent to the Theatre Department and or in the Canteen.

I apologise that you were not advised of this when you brought your husband in to Withers ward for surgery. I will certainly raise this with the Withers wards so friends and family are aware going forward.

I hope your husband is making a good recovery and if you would like to contact me through the Trust Complaints Department on ComplaintsAdminResp@belfasttrust.hscni.net, I would certainly welcome that, to address any further queries or concerns you may have.

Once again, I wish to offer my sincere apologies that your experience falls below the standard of care we strive to deliver.

Sincerely, Orthopaedic Assistant Service Manager

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Update posted by Quarembroidery (a carer)

I have chosen to publicly respond as I believe transparency is best with situations that need improvement.

I want you to know that I was told by a staff member that the best place to wait was around one of the shops. And that is what I did, but there are no signs and there is no communication.


I'm no stranger to theatres, and I know they are busy and tiring, but if part of Belfast Trust's Values is excellence, compassion, openness and honesty, then something as basic as following up with the family member of a medically vulnerable adult should be ingrained into the protocol and policy of our surgical department.


I was happy enough to sit in the partial-darkness, surrounded by crumbs and rubbish, next to a closed shop, if only someone would have updated me on the patient journey and plan. I did not get any communication. This has been the #1 issue with my experience of healthcare and not just Musgrave but almost every department I've ever had to work with or get help from as a service user. I think this is really important and should be followed up on.


In other countries they have a small monitor or screen up in the waiting area, they give you a number that represents the patient, and the screen shows you what stage they are at - you don't have to ask anyone anything. No human interaction required. Now that we have a system, this should be installed and implemented.

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