"Lack of information and communication"

In November 2023 my mum suffered a subarachnoid haemorrhage caused by a ruptured aneurysm. As soon as myself and other close family members were alerted we headed straight to the Accident and Emergency Department at the Queen Elizabeth University Hospital in Glasgow. 

We waited between 4-5 hours in the A&E waiting area. Each hour that passed we asked for updates. I went up twice and was told by one receptionist that there were no updates and then I was falsely informed by another that my mum was waiting on blood results. The final time, another one of my family members went up to the receptionist area and we were just given a note by one of the A&E receptionists detailing what building to go to for further information regarding my mum. Nobody sought us out directly. Throughout the entirety of my time sat waiting for updates about my mum I felt sick to my stomach as I sat and wondered what had happened. In reality she was in a completely different building receiving major brain surgery.

The nurse from the neurological sciences critical care team who informed us about my mum was extremely helpful. I can't put into words how brilliant they were at such a difficult time. From what I can recall at the time, I remember they had mentioned that my mum was taken straight into theatre once she arrived by ambulance. I raised this issue to them and they themselves were in disbelief at the fact that we sat in the A&E department for almost up to 5 hours. They also mentioned that we should have been directed to the building where my mum was at straight away. 

To this day I wonder whether there was an issue with the system that day that prevented the A&E receptionist staff from properly informing us or whether they were simply too busy. I also wonder why one of the receptionist staff gave me false information as my mum was taken straight into theatre. I strongly believe that if we were informed sooner of the condition my mum was in I would have been able to properly process the situation before seeing my mum for the first time in critical care after her major operation.