"Broken processes"

Advised by doctor at NHS 24 to go to UHW for IV antibiotics for suspected cellulitis in mum's left leg. No medical doctor was available. Had a approximately 7 hour wait, luckily due to previous experiences we had her medication and pain relief with us. Admitted into ambulatory care clinic.

Next day - Placed in clinic room, no chairs, hospital bed or storage space. Given small bottle of water to drink from, mum was unable to open this and had to rely on us giving it to her. On controlled pain relief and it took on average 30-40 minutes for this to be given as it had to be sourced from another ward. Food was served in a takeaway tub and not from a heated trolley, food was cold and I doubt it would have held the holding temperature. Doctor tried to apply a fentaynl patch, luckily mum was able to say that this didn't agree with her and they should speak to her children about this. None of us received a call and had to approach staff ourselves. Previously this had been applied in Ward 13 and discharged with. Mum had taken a reaction to this and when we tried to contact the ward for advice nobody answered. Yet again our GP had to help advise us and remedy the situation. 

Next day - I questioned the amount of pain relief that mum was given only to discover that this had been lowered. Hospital was giving less than she received at home. I never was given a reason for this and as they weren't monitoring her liquid intake there seemed to be no sensible reason for this. Mum was in pain and shouldn't have been. Mum was transferred into Emergency Care Ward later that night. She hadn't been washed or changed since admission, which I find barbaric and unacceptable.