"The unacceptable had become the acceptable"

Following an elevated blood result related to the heart in the community, my Mother was requested to attend Ayr hospital. My father - who is in his 80s -  was offered an ambulance, this decision should have been made by the clinical assessors not my Father (Ambulance was refused).

We arrived at the Combined assessment Unit/Rapid Assessment Unit and expecting a sense of urgency in relation to my Mother's clinical picture and blood results, we waited patiently. I was informed there were no beds available and there was 14 other patients to be seen before my Mother, I was also informed of staffing levels, patients on trolleys waiting to be assessed, lack of beds, Doctor to patient ratio's and this had been escalated to management. In addition, these conditions, I was informed was the norm.

A trolley was eventually found for my Mother, and although some mandatory assessment had been performed, it wasn't until the following morning my Mother saw a doctor and meaningful interventions were arranged and commenced (fluids/IV antibiotics/chest x-ray).

My Mothers treatment was in what I would describe an inappropriate corner of the unit, it was an area for walking wounded in which only a flimsy curtain protected my Mother's respect, dignity and patient confidentiality from relatives/patients sitting in the seating area. Standards appear to be impossible to achieve or maintain. Every available nook and cranny appeared to be utilized for patients on trolleys. 

Following a very uncomfortable experience on a trolley (My mother does not complain) of ~18 hours a bed was found in the unit and would not be transferred to a ward bed as promised. 

My Mother endured a tortuous experience and this was only expressed when she was discharged. Certain medical emergencies are time sensitive this was not executed on this experience and my Mother was failed on a number of levels. I will not list them all.

Even on discharge, the letter to her GP had a number of inaccuracies ranging from reason for admission, symptoms and therapies administered.

I feel there are extremely troubling times ahead if this experience continues to be the norm. The underlying sentiment from middle and upper management appears to be, protect personal and organisational reputation at all costs even at the expense of the patient. 

This is not a criticism of front line staff, it was evident they perform their duties as best they can under very difficult circumstances and I thank the Dr's, nurses, receptionists, porters and domestics for enduring these conditions on a daily basis and still be able to smile. I suspect inside they are very frustrated.

On a positive note the food was excellent soup, salad and sandwiches were all enjoyed and my Mother was discharged home in a timely fashion.

It was important I shared this, I don't want to carry a resentment with an organisation that has served myself and my family well over the years. I am grateful.