Agenda and supporting papers - Plymouth Hospitals NHS Trust
Agenda and supporting papers - Plymouth Hospitals NHS Trust
Agenda and supporting papers - Plymouth Hospitals NHS Trust
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Item 8<br />
REI signage<br />
PALS were contacted by the husb<strong>and</strong> of a patient who is severely visually impaired <strong>and</strong> who<br />
recently attended the REI at Derriford for the first occasion. Following the appointment, the<br />
patient’s husb<strong>and</strong> e-mailed PALS to express concerns regarding the poor signage to the REI<br />
from the car parks at the rear of the hospital site. He suggested a review of the current<br />
signage from the rear of the hospital <strong>and</strong> the route through the building from Level 6 to Level<br />
3 <strong>and</strong> also came up with a number of innovative ideas for the <strong>Trust</strong>’s consideration.<br />
In discussion with the patient <strong>and</strong> her husb<strong>and</strong> <strong>and</strong> the Head of Site <strong>and</strong> Environmental<br />
Services, arrangements are being made to carry out a walk around the site with a view to<br />
determining what can be done to provide a safer/more patient friendly environment. There<br />
are plans to include patient representatives, a member of the RNIB <strong>and</strong> other interested<br />
parties.<br />
Update<br />
Further to the concerns expressed by a patient with severe visual impairment <strong>and</strong> her<br />
husb<strong>and</strong> late in April, a site walk around was conducted at the end of May. The patient<br />
attended with her husb<strong>and</strong> <strong>and</strong> her Guide Dog. Also present were the <strong>Trust</strong> Leads for<br />
Environment <strong>and</strong> Sustainability <strong>and</strong> Hotel Services <strong>and</strong> representatives from the Royal<br />
National Institute for the Blind South Devon <strong>and</strong> Cornwall Institute for the Blind <strong>and</strong> a<br />
member of the PALS team.<br />
The site visit incorporated a review of the bus stop area near the main entrance of the<br />
hospital, the new blue badge parking site that will commence work later this month (adjacent<br />
to the Chest Clinic) <strong>and</strong> signage to <strong>and</strong> from both areas.<br />
Signage within the main building as well as at the REI main base on level 3 was reviewed<br />
<strong>and</strong> reviewed the safety <strong>and</strong> quality of signage to the pedestrian crossings near the main<br />
entrance <strong>and</strong> on level 3. A number of required improvements were noted <strong>and</strong> although the<br />
works are on-going the patient representatives felt the visit was informative <strong>and</strong> were<br />
reassured that the <strong>Trust</strong> is listening <strong>and</strong> acting on what our patients are saying to us. It was a<br />
very positive afternoon which has forged good links with the visually impaired community.<br />
Breaking Bad News<br />
There has been a gradual increase in the number of reports <strong>and</strong> concerns raised by relatives<br />
<strong>and</strong> carers in relation to the approach used when breaking bad news notably the<br />
environment in which these conversations take place. In a number of cases these<br />
conversations were held in corridors or on an open ward. Families feel they have not been<br />
given the time <strong>and</strong> space to absorb sad news. Whilst we appreciate space is at a premium<br />
there is a significant impact on family members many of whom are left with unresolved<br />
questions <strong>and</strong> a sense that the <strong>Trust</strong> does not care or respect their feelings.<br />
Awareness training will be reviewed to ensure it considers the environment when breaking<br />
bad news. Information relating to similar cases will be considered by ward area to identify<br />
any areas where the lack of privacy is a particular issue.<br />
5.2 Complaints<br />
The chart below details the number of complaints received between May 2012 <strong>and</strong> May<br />
2013.<br />
10