Agenda and supporting papers - Plymouth Hospitals NHS Trust

Item 8
REI signage
PALS were contacted by the husband of a patient who is severely visually impaired and who
recently attended the REI at Derriford for the first occasion. Following the appointment, the
patient’s husband e-mailed PALS to express concerns regarding the poor signage to the REI
from the car parks at the rear of the hospital site. He suggested a review of the current
signage from the rear of the hospital and the route through the building from Level 6 to Level
3 and also came up with a number of innovative ideas for the Trust’s consideration.
In discussion with the patient and her husband and the Head of Site and Environmental
Services, arrangements are being made to carry out a walk around the site with a view to
determining what can be done to provide a safer/more patient friendly environment. There
are plans to include patient representatives, a member of the RNIB and other interested
parties.
Update
Further to the concerns expressed by a patient with severe visual impairment and her
husband late in April, a site walk around was conducted at the end of May. The patient
attended with her husband and her Guide Dog. Also present were the Trust Leads for
Environment and Sustainability and Hotel Services and representatives from the Royal
National Institute for the Blind South Devon and Cornwall Institute for the Blind and a
member of the PALS team.
The site visit incorporated a review of the bus stop area near the main entrance of the
hospital, the new blue badge parking site that will commence work later this month (adjacent
to the Chest Clinic) and signage to and from both areas.
Signage within the main building as well as at the REI main base on level 3 was reviewed
and reviewed the safety and quality of signage to the pedestrian crossings near the main
entrance and on level 3. A number of required improvements were noted and although the
works are on-going the patient representatives felt the visit was informative and were
reassured that the Trust is listening and acting on what our patients are saying to us. It was a
very positive afternoon which has forged good links with the visually impaired community.
Breaking Bad News
There has been a gradual increase in the number of reports and concerns raised by relatives
and carers in relation to the approach used when breaking bad news notably the
environment in which these conversations take place. In a number of cases these
conversations were held in corridors or on an open ward. Families feel they have not been
given the time and space to absorb sad news. Whilst we appreciate space is at a premium
there is a significant impact on family members many of whom are left with unresolved
questions and a sense that the Trust does not care or respect their feelings.
Awareness training will be reviewed to ensure it considers the environment when breaking
bad news. Information relating to similar cases will be considered by ward area to identify
any areas where the lack of privacy is a particular issue.
5.2 Complaints
The chart below details the number of complaints received between May 2012 and May
2013.
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