Talking, or more importantly listening is the key to improvement

First published in Your Say St Albans & Harpenden Review: Photograph of the Author by

Having spent the last few hours or so pacing up and down wards harassing sick people. OK, so it doesn’t sound like the best idea but hear me out. My aim was to gather as many useful suggestions for changes in hospital service as possible. Patients surely have the answers, so by speaking to them, they will take the opportunity to voice any concerns and in doing so help us improve how we provide their care. Not such a bad idea I hear you say. In truth, the prospect of wondering up to patients (of course, avoiding those that need a doctor or nurse rather than a communications person) and interrogating them about food quality or waiting times is always daunting. You recall all those irritating people who stop you on the high-street and pester you to go or do something like paint-balling or try and sell you a timeshare in Bognor (although come to think of it, that annoys me slightly less. I like Bognor). I’m thinking at best, the patients would strongly ‘suggest’ I leave them alone, or at worst, start asking me really complicated clinical questions about their care.

I couldn’t have been more wrong. A full ten minutes after approaching the first patient I wondered away from his bay frantically jotting down notes. Apart from the odd tired patient or one with a determined “I’m reading leave me alone” look, patients were genuinely keen to talk. My only problem was getting anybody to say anything negative. I tried subtly implying that not everything on the ward was perfect but on and on they went about how great the staff were. What about my empty suggestion sheet I thought! …how inconsiderate of them.

But I wasn’t about to give up. Doing my best impression of Paxman, I finally managed to weed out a few suggestions about supporting the staff better or keeping toilets clean. However, each criticism was almost whispered like a dirty word. I know there is much we need to improve – the national patient surveys tell us so - and I know that people don’t want to appear ungrateful, but genuinely there was a good feeling on the wards. Sometimes it's not about asking questions about their care, more than anything it's about spending time with them and even if you don’t get around to talking about hospitals, people like being listened to – and I for one enjoy listening and look forward to my next 'ward round'.

Readers who submit articles must agree to our terms of use. The content is the sole responsibility of the contributor and is unmoderated. But we will react if anything that breaks the rules comes to our attention. If you wish to complain about this article, contact us here

Readers who submit articles must agree to our terms of use. The content is the sole responsibility of the contributor and is unmoderated. But we will react if anything that breaks the rules comes to our attention. If you wish to complain about this article, contact us here

Comments

Comments are closed on this article.

Send us your news, pictures and videos

Most read stories

Local Info

Enter your postcode, town or place name

About cookies

We want you to enjoy your visit to our website. That's why we use cookies to enhance your experience. By staying on our website you agree to our use of cookies. Find out more about the cookies we use.

I agree