Asking questions to solve a problem

Speaker 1: Hi. Morning, Carl.

Speaker 2: Hey.

Speaker 1: How are you feeling today?

Speaker 2: Yeah, a lot better, thanks. A lot better.

Speaker 1: Well, pending the medical team coming round shortly, we're hoping to get you discharged as planned for tomorrow.

Speaker 2: Oh, that's great.

Speaker 1: Have you got any questions about your discharge?

Speaker 2: Yeah I'm just a little bit worried.

I can't seem to find my keys.

Speaker 1: Oh.

Speaker 2: I don't know how I'll get home or what I'm gonna do.

I share a flat with my brother and he's out on a construction site somewhere and I can't get hold of him.

Speaker 1: OK. Well, don't panic then.

So, did you have your keys when you were in A&E?

Speaker 2: I think so, but I must have lost them.

Speaker 1: (TO AUDIENCE) It's always important to be sensitive to the patient's needs, obviously ask them questions and gain as much facts from the patient before you go ahead and sort of plan anything for discharge for them.

(TO OTHER PEOPLE) What I'm gonna do is I'll speak to one of my senior colleagues about getting hold of your brother and we'll come up with a plan together, OK? Alright.

Speaker 2: Thanks.

Speaker 1: Hey, Ollie. How are you?

Speaker 2: I'm not too bad.

I've got a bit of a problem.

You know the gentleman Carl Brown in bed one?

Speaker 1: Mm-hm.

Speaker 2: He's just expressed he can't find his keys.

Speaker 1: Oh, dear.

Speaker 2: And he can't get hold of his brother.

Speaker 1: Right. I think, if this is the case, this will potentially delay his discharge for tomorrow.

Speaker 2: Hey, Carl.

Speaker 3: Hi.

Speaker 2: This is my colleague Melanie.

Speaker 1: Hi. Good morning, Carl.

Speaker 3: Morning.

Speaker 1: Ollie was just telling me about your present predicament.

By any chance, do you know the name of your brother's company?

Speaker 3: I can't remember what the name is.

Speaker 1: (TO AUDIENCE) Sometimes, you need to be a detective, so you need to ask questions.

Not just random questions, but you need to ask accurate and clear questions.

Speaker 2: (TO OTHER PEOPLE) Does your brother have any friends or a partner, maybe, that you've got the contact numbers for or you can contact?

Speaker 3: Yeah, he said he was going to stay with Ashley, and I've got Ashley's home number.

Speaker 1: Can I have Ashley's number, by any chance?

Speaker 3: Yeah.

Speaker 1: OK, got it. We're going to ring Ashley, find out more information, if she knows your brother's whereabouts.

Speaker 3: OK.

Speaker 1: And then we'll come back to you as soon as possible.

Speaker 3: OK, thank you.

Speaker 1: (TO AUDIENCE) Once you've got all the information, you need to be quick, you need to have an action plan and you need to be proactive.

Speaker 1: Carl.

Speaker 2: Hi.

Speaker 1: I've got some great news for you.

We've spoken to your brother. He's on his way, he's got the keys and you've got nothing to worry about.

Speaker 2: Oh, thank you. Thank you so much.

Speaker 1: Planned discharge still today.

Speaker 3: So, just to make sure you've got the discharge summary and your medications.

Speaker 2: Yeah, yeah, I've got those.

Speaker 3: Perfect. And obviously you've got the keys coming from your brother, and your brother, who is the next of kin, is also aware of your discharge.

Speaker 2: Yeah.

Speaker 3: (TO AUDIENCE) This checklist is a step-by-step procedure on what you need on discharge.

It needs to be accurate, it needs to be clear.

(TO OTHER PEOPLE) And lastly and most importantly, my colleague Ollie from the discharge team will be contacting you just to make a follow-up phone call.

Speaker 2: Oh, OK.

Speaker 3: OK? All the best.

Speaker 2: Thank you so much.

Speaker 3: Nice meeting you.

Speaker 2: Nice meeting you too.