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Negative behaviour towards a vulnerable adult

Posted By User230456

"Negative behaviour towards a vulnerable adult"

About: Crosshouse Hospital / Accident & Emergency

(as a relative),

Our GP asked for my mum to be brought up to A&E to be assessed after a nasty fall. 

I checked my Mum in at the reception desk to be told by A&E reception how busy it was .....Not a very positive welcome! We all know the NHS is in crisis we do not need reminded in this manner. 

My mum had a fall on Friday and didn't attend A&E trying to save, in her words, bothering the NHS.

I will not disclose how bad my mums injuries are online or comment on her health. Mum was seen by the triage nurse who was also very rude and had a dismissive attitude, my mum is a nervous wreck and only agreed to go to hospital knowing I would be with her... I have consent to my mums medical care and was told I would be allowed to accompany her. 

I also work in healthcare and  I am very appalled at the way my mum has been treated at the first instance in this department... Declining my mums wishes and triggering her anxiety, I am aware allowances can be made in certain circumstances. 

But we were told that they were limiting footfall within the department, then witnessed someone else going through with their relative. 

These two members of staff staff didn't have any care or compassion, showing negative behaviour towards a vulnerable adult. 

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Responses

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran about a year and a half ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 20/02/2024 at 15:46
Published on Care Opinion at 15:46

picture of Pamela Gibson

Dear User230456

With apologies for the delay, I would like to thank you for taking the time and trouble to share your recent experience whilst in the Emergency Department at University Hospital Crosshouse with us.

I am very sorry to read about your poor experience whilst you and your mum were in the Department. Please be assured that this is not the person-centred care that we aim for

Whilst we always aim to provide care that safe, caring and respectful, we do recognise that sometimes there is room for improvement and hearing of this directly from our patients and their relatives is one of the best ways for us to learn and improve.

As Care Opinion is completely anonymous it is difficult for us to comment on specific concerns, however I would like to reassure you that your feedback has been passed to the Team in the Department for reflection and to allow them the opportunity to improve the experience for other people attending the Department.

Please accept my best wishes and thank you once again for taking the time to acknowledge your care experience.

Kind Regards

Pamela

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