"Small changes and allowances can make a massive difference"

I took my parents to the Aberdeen city vaccination centre for flu and COVID jabs.

Dad has Alzheimers Dementia, and although I had considered changing the appointment location, I had decided that it was doable with help from my husband, who dropped us off at the backdoor of Bon Accord Centre using Dads blue badge from where Mum and I would assist Dad, who is mobile but only short distances to get the rest of the way.

On arriving at the centre, we were informed that no one was allowed in until 5 minutes before their appointment time - we were 11 minutes early, which, considering the effort it took as a family to coordinate the journey there, I thought was great time keeping - my main concern was not to be late and miss the appointment!

When I explained that Dad was registered disabled but mobilises without walking aids, has dementia and would have little understanding of having to wait nor would be safe to stand for any length of time, I was informed that there are no exceptions. We were directed to a picnic bench across from the door and requested to take a seat for 6 minutes when we would then be within the permitted time to be allowed access to the internal waiting area.

Is this the most suitable seating for a waiting area? I don't know if it was even there with the intent of being used for people waiting for entry to the vaccination hub; however, the only alternative was a taped off queuing area, which was entirely inappropriate. My dad can neither swing his leg over a picnic bench seat nor sit on it at an angle without supportive arms and back to stop him from sliding or falling backwards resulting in a fall. 

Because we plan all journeys within Dad's limited capabilities, it is unusual for us to land in the predicament that a fall is likely due to needing a suitable chair available. I assumed that on arrival at the centre, a seat would be available for him in the waiting room while I, as his registered carer, got him checked in - it didn't even cross my mind that an elderly, disabled and cognitively impaired person would be expected to wait outside for 6 minutes.

While I realise that for infection, safety and congestion there needs to be some regulation of the number of people entering the building, there also needs to be an element of flexibility and common sense. It is concerning to me that the staff kept informing me that rules are rules with no exceptions - surely staff should be empowered by more senior decision makers to make judgements based on clinical need, personal assessment and common sense to demonstrate the individualised person-centred care that is the buzz phrase in healthcare these days. 

The staff at the door were lovely, and immediately I made it known that I was a trained nurse and that what was happening was entirely unsuitable and dangerous for Dad, a wheelchair was found, and he was allowed to sit in it until being called in at our permitted time. 

This is not a complaint however, feedback on how very small changes and allowances can make a massive difference to the most vulnerable, who are often capable of travelling to access healthcare facilities but require just a little understanding, support and flexibility (6 minutes worth )when they get there which would have made all the difference to our experience that day. 

Would there have been 6 minutes of flexibility had we arrived late or would an elderly, disabled and cognitively impaired man be sent away?