Author Topic: Ysbyty Gwynedd  (Read 928 times)

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Dave

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Ysbyty Gwynedd
« on: October 19, 2017, 10:45:43 AM »
I had an appointment at Ysbyty Gwynedd in Bangor on Tuesday. I arrived in good time and checked in with my appointment letter at the main reception desk.From there I was directed to surgery No 8 and told to hand my letter in at the reception desk there before taking a seat in the waiting room.
On approchant the desk I was told to check in at the electronic machine before handing my letter in at the desk.
Machine? What machine?
You walked past it was the rather brusque reply.
I retreated back to discover a touch screen check-in but despite following the instructions, entering my date of birth the name it came up with wasn't mine, it was a woman's name.
I went back and told the receptionist and was informed she had already checked me in and took the letter off me.
Whilst I was sat waiting two things crossed my mind. 1) Virtually everyone who approached the reception desk seemed to miss the machine only to be told to go back and do so 2) Is a touch screen sign in a good idea in an hospital, especially as the woman at the desk could just as easily spend her time doing that instead of re-directing people. Her manner was far from pleasant too, unusual for a hospital.
Following my appointment being completed I returned back to walk past the desk and spotted a hand sanitiser dispenser which was hidden from view when you approached from the other direction. I mentioned to the receptionist that that was the case and it would be far better if it was placed next to the touch screen device.
The reply was "it's nothing to do with me and if you have a complaint speak to the nurse standing next to me."
My reply was that it wasn't a complaint, merely an observation and whilst I was at it pointed out that better signage might result in her not having to be so unpleasant in the manner in which she had to tell everyone to go back and check in electronically.

Norovirus is a big concern in hospitals, this particular one has had several outbreaks that have resulted in wards closing and appointments and surgery being cancelled.
One wonders if the staff there are blind to the problems and their answers, especially with their negative attitudes that perceive observations and suggestions seen as complaints.

Ian

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Re: Ysbyty Gwynedd
« Reply #1 on: October 19, 2017, 11:00:42 AM »
There are certainly some staff at Ysbyty Gwynedd who could benefit from a small personality adjustment. I appreciate there must be many, many people making the same mistake, but then perhaps they should consider whether there's an error in the machine signage or placement.

Had a long chat with the Matron a couple of years back, involving mainly the poor systems they have in place with regard to the Welsh Ambulance service.  The front line nursing staff are pretty good, but the support services are somewhat ropey.
“Nothing is so firmly believed as that which we least know.”   ― Michel de Montaigne

Si hoc legere scis, nimis eruditionis habes.

Dave

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Re: Ysbyty Gwynedd
« Reply #2 on: October 19, 2017, 11:42:02 AM »
In actual fact by sheer co-incidence on Tuesday night there was an item on the local Welsh news about Betsi Cadwalader, norovirus control and the need to stress the importance of using hand sanitisers.
The hospital authorities could do with taking notice of any constructive remarks and acting on them.
Possibly the best way of trying to stamp out the virus is to enforce hand sanitiser usage on entering the hospital whenever possible although there is a weakness in that approach too as obviously some people arrive by a different entrance.
A touch screen check in seems the most likely way of ensuring all germs meet at one point and doesn't seem to be a good idea and in actual fact I see little point as there is someone sat at the reception desk who can easily cope!

squigglev2

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Re: Ysbyty Gwynedd
« Reply #3 on: October 19, 2017, 11:58:19 AM »
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I appreciate there must be many, many people making the same mistake, but then perhaps they should consider whether there's an error in the machine signage or placement.

It's probably the first question they should be asking but that line of thought often seems to be forgotten or dismissed.

squigglev2

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Re: Ysbyty Gwynedd
« Reply #4 on: October 19, 2017, 02:06:54 PM »
As an aside, some things are easy or obvious once you know. I think of our house as an example. I can easily direct someone to this property just off the main road but when you consider that the location most Sat Navs give for the Post Code is about ½ a mile away and that our postal address is a few hundred yards the wrong side of the sign for the village, it’s not difficult to understand why people get lost.  On this one, we can face another peculiarity of human nature. It  can sort of run “can we give you directions?” - “no I’ll find you” - a phone call later and “are you in the caravan park?” - “how did you know?”...

Bri Roberts

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Re: Ysbyty Gwynedd
« Reply #5 on: October 19, 2017, 06:28:56 PM »
We visited Area 8 about a month ago and had the same experience with the receptionist and the same machine.

Mike

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Re: Ysbyty Gwynedd
« Reply #6 on: October 19, 2017, 07:10:35 PM »
The same experience here with the grumpy receptionist and machine at No 8. I also raised the point that what if two have the same date of birth and thought it was a data protection issue to get prompted with a name of possibly another patient with your date of birth.
We also tried to return a sharps box (stated on it to return when full) Receptionist just said "can't take that it's not locked" and pushed it back.
A more friendly nurse overheard, gave a knowing look in the direction of grumpy reception ist, stepped over and just pressed the lid. Click Locked. There you are.

Said grumpy receptionist is not helping anyone. People don't want to be in hospital and don't know all the ins and outs. She needs taking off being in a customer facing role.



llewelyn

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Re: Ysbyty Gwynedd
« Reply #7 on: October 19, 2017, 07:19:02 PM »
Going to hospital for most people is frightening experience, coping with the car parking and then being snarled at by the receptionist, is not acceptable.

Fester

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Re: Ysbyty Gwynedd
« Reply #8 on: October 19, 2017, 10:21:46 PM »
I was at Ysbyty Gwynedd on Thursday.
I have to say, my care from start to finish was first class.
Fester...
- Semper in Excretum, Sole Profundum Variat -

Ian

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Re: Ysbyty Gwynedd
« Reply #9 on: October 20, 2017, 08:32:24 AM »
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Said grumpy receptionist is not helping anyone. People don't want to be in hospital and don't know all the ins and outs. She needs taking off being in a customer facing role.

Perhaps moved to a more suitable occupation - HMRC debt collection, perhaps, or a Japanese Game show hostess? And they're always looking for Prison guards.
“Nothing is so firmly believed as that which we least know.”   ― Michel de Montaigne

Si hoc legere scis, nimis eruditionis habes.

squigglev2

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Re: Ysbyty Gwynedd
« Reply #10 on: October 20, 2017, 01:38:15 PM »
Good to read a positive, Fester and imagine all here want the NHS to be a success but I’m afraid I have a number  of negatives in our area, perhaps starting with virtual impossibilty of contacting the pharmacy (who do make mistakes with orders) attached to our GP surgery or, since their latest move to a “phone hub” in Norwich the same problem with the community nurses.

Close to home, there was a very well managed small hospital unit, I think always split between short stay rehab and longer term elderly care. It used to have good reputation but my father spent a short time there recently and we were quite disappointed with the way he came out. I know things were a bit complicated (fall, partial hip replacement then (unrelated) adhesions another op, reaction to anaesthetic and long stay with no walking in the main city hospital before transfer followed by his discharge date from the “rehab” place coming after a bank holiday weekend with no rehab staff and that dad can suffer confusion when stressed – although that was not picked up on) but we had expected someone home walking on a zimmer.

As it was, his first walk was a nightmare. A panic and a grab for the first (unfortunately low) chair and then the problem of getting him off it. I don’t have the strength (and perhaps also knowledge – one could damage an elderly and to some degree affected by a stroke arm by yanking) to lift him straight up and my mother (ironically, a physio who spent much of her later career in both Llanduno and Conwy, dealing in elderly care and I believe with the outlook as far as she was able to have people as independent as possible) isn’t that able phyically.  I think we debated for an hour whether to call in Swift (a local “lifting” service) before establishing 1) that if needs must, he can pull himself up on the zimmer if I stand the other side and steady it (probably shouldn’t be done but I can keep it secure enough) and 2) that it’s a waste of time trying anything while an anxiety state exists – cup of coffee and a chat and try again is the best answer.

Things have (at least when you look backwards from were we were) have improved no end from there and my additional strength (compared to mum) is rarely needed now.  A few hiccups but we both see him as getting to the tight study on his own as a goal for the future and he and we want that independence.  The cynic in me would say the current climate would have happily passed him off to private services – something used here for a weekly bath but it was initially daily getting out of bed and was with (implied) no future prospects…

As for the small hospital.  It was destined to become just a long stay palliative care  place but the last I heard it’s going to become some sort of council supported nursing home without the remaining degree of nursing staff and with private interests. Seems to me a once excellent place, run down a bit to an inevitable conclusion...

Ian

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Re: Ysbyty Gwynedd
« Reply #11 on: October 20, 2017, 01:54:46 PM »
Sorry to hear about that, squigglev2.  But you're so right about the need to lower the anxiety levels.  It's also sobering that we're each merely a nasty fall away from being able to cope independently.
“Nothing is so firmly believed as that which we least know.”   ― Michel de Montaigne

Si hoc legere scis, nimis eruditionis habes.

squigglev2

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Re: Ysbyty Gwynedd
« Reply #12 on: October 20, 2017, 02:27:45 PM »
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Sorry to hear about that, squigglev2.  But you're so right about the need to lower the anxiety levels.  It's also sobering that we're each merely a nasty fall away from being able to cope independently.
Especially when you are older, Ian and they have affected bot parents.  Mum was an "indestructible" type, one who would walk (OK slowly but) all day in the mountains, loving the Carneddau when she had the chance and "unstoppable" gardener in retirement in Norfolk (chosen as it is dad's home county and he was quite ill when she left our corner of N Wales). Some arthritis had set in (some of which, she considers "occupational") but it's quite easy to pinpoint a decline in her own physical capabilities. It was a quite simple and stupid fall.  A reach up for a cat on a fence wound up with a dislocated shoulder and added damage to joints in the hip/ lower spine areas..

It's funny in the sense that I remember back in my old Pydew childhood I remember older people saying (sort of) "(s)he was never the same after that fall". As a kid, I guess you think it's just gossip but as you get older, I think you become more aware as to how falls can affect people.