I don't like to rant without constructive suggestions on how to make change, so bare with for some useful thoughts NHS managers may find helpful... 🧵
Two of my loved ones have traveled across the country to specialist centres for appointments today. Neither has gone well...>
Two of my loved ones have traveled across the country to specialist centres for appointments today. Neither has gone well...>
One drove 2 hours to spend 10 mins with a specialist who didn't examine them, for what could have been a phone call (which he would have preferred). He's having chemo, so infection is a risk, and he's tired. He spent as much time queuing for coffee as he did in clinic, and then >
drove 2 hours back, having left the house at 7. He's got to do the same again tomorrow for an even longer day, for chemo.
The other left the house at 10, train to London, appt at 2, sat in clinic and still not seen over 4 hours on. No information re projected wait, no food >
The other left the house at 10, train to London, appt at 2, sat in clinic and still not seen over 4 hours on. No information re projected wait, no food >
> available. People around them kicking off and v frustrated. Told that clinic 'ends at 6', so unsure if will even get seen now - that's all they know. Still have to travel back to Yorkshire tonight, at considerable cost because can't drive post-clinic, so TRAIN. I'm sat here >
>powerless and fuming for them both.
So, from my experience and theirs, here are some suggestions;
People need food, fluid, comfort and information. Some semblance of control. Given those four things, most people will be ok to wait, esp if they know to expect it beforehand.>
So, from my experience and theirs, here are some suggestions;
People need food, fluid, comfort and information. Some semblance of control. Given those four things, most people will be ok to wait, esp if they know to expect it beforehand.>
>Getting these things right will reduce the complaints, and the pressure on staff - it'll pay for itself.
Info is the most important - when I order food from a truck, I'm often given a buzzer which will call me back to collect it. Can your clinic give these out so people can go>
Info is the most important - when I order food from a truck, I'm often given a buzzer which will call me back to collect it. Can your clinic give these out so people can go>
> and wait in the cafe or somewhere less crowded? Or could we message patients when there are, for example, only 2 patients before them in the queue? If they are happy to take responsibility if they don't make it back in time?
Even if you don't want to go that far, many GP >
Even if you don't want to go that far, many GP >
>surgeries have a screen that lets you know on checking in how many patients are ahead of you to be seen still. Give patients a randomly generated number on arrival if you're worried about confidentiality, and display the numbers in order so people can glance up and guage how >
> long they may have, even if just so they can go and pee (trust me, some of us will be so worried about losing that appt that we'll hold it for HOURS).
Look at your waiting room. Is there a food vending machine? How far away is the nearest place to get food and drink? Is that>
Look at your waiting room. Is there a food vending machine? How far away is the nearest place to get food and drink? Is that>
>information available to those of us who don't work there every day so people know how far they'll need to go to get something to eat or drink? Is there at least a water fountain? Where are the nearest loos?
MANAGE EXPECTATIONS - if that appt can be a phone call, offer it. >
MANAGE EXPECTATIONS - if that appt can be a phone call, offer it. >
> We do this in GP every day for patients who live on the patch, it should be manageable for those who would travel for hours to get there. If you're going to tell a patient a plan and answer any questions, you probably don't need to drag a sick person across the country. >
> If that clinic is notorious for overrunning and 'everyone knows that' - your new patient probably won't. TELL THEM BEFOREHAND. It is reasonable to run 30 mins late without warning someone days in advance. But if your clinic generally runs hours behind (and we all know that >
> happens) - give them a heads up, so they bring a freaking water bottle, a snack and pee first. They're likely to be far less angry if they've known not to book theatre tickets that night/got an open return/brought a book.
If I'm running >20 mins late in clinic or poo hits >
If I'm running >20 mins late in clinic or poo hits >
>the proverbial, I message reception to let patients know, and they are MUCH less angry as a result, meaning I don't spend the first 5 mins of a short appt calming them down and apologising over and over. I also acknowledge the wait by thanking them for their patience. It's just>
>polite.
None of this is about pointing blame at staff - the NHS is broken, and we're all doing what we can. But there are small, low or no cost measures that may really help mitigate some of it, which will hopefully reduce the additional stress of angry, scared patients. >
None of this is about pointing blame at staff - the NHS is broken, and we're all doing what we can. But there are small, low or no cost measures that may really help mitigate some of it, which will hopefully reduce the additional stress of angry, scared patients. >
> Broken Systems lose their humanity - to staff and patients alike. We need to try to cling onto it, somehow, or the decline will only accelerate. #MedTwitter #NHS #Health
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