Regularly checking if a patient is happy with everything is so important

We have had so many e-mails from people complaining about issues that bothered them while they were in hospital. Many may seem small and unimportant but, if they matter to the patient, they should be addressed.

It may be that the patient or their relative made a complaint or a suggestion to the staff that wasn't dealt with but often, we believe, the patient or relative simply didn't want to bother busy staff about what might be considered a small problem.

As most people don't want to appear to be a nuisance, it is extremely important that staff have a system for checking that their patients are happy with every aspect of their care. It's not good enough to say 'Is everything okay'. Far better to address aspects of their care directly. So, 'Did you have any problems managing your shower this morning?' or 'Are you happy with the food you are getting?' or 'Can you make the television work?' may prompt someone to tell you simple things that can easily be sorted. These questions only take a few seconds to ask. Even if a busy nurse can't sort it immediately, she/he may know someone who can. If the problem simply can't be solved for various good reasons, the patient will just be grateful that you listened and gave him a simple explanation.

Also, when a patient sees you have the time to address small problems, this may lead on to telling you about bigger issues that he/she might otherwise have been afraid to discuss.

Jill