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Blanket policy not helpful

Posted By MaryR

"Blanket policy not helpful"

About: Crosshouse Hospital / Accident & Emergency

(as a relative),

Recently my husband unfortunately required to be taken to Crosshouse hospital emergency department following a suspected severe reaction to his pneumococcal vaccination . He had escalating pyrexia, rigours , tachycardia , headache , low oxygen saturation and confusion  at times. 

Initially we had an hour wait to be admitted to resus as dept was full and he was very well cared for by the paramedic team . He was also seen by dept lead who came out to the ambulance to obtain more background health history . 

My concern is an apparent policy which is in place currently that states a  relative/spouse will not be able to be with their loved one in the treatment area until they have been seen by a doctor. As a health professional I can appreciate that it may not always be possible or necessary to accommodate relatives in a busy area , however, as I mentioned my husband was confused at times and was on his own for periods and text messages from him were worryingly odd and I could tell he was confused. He asked a number of times if I could be called through . I also asked if it was possible I could join him but was refused twice.

Whilst he may not have been triaged as priority I am of the opinion that mental health in terms of anxiety as well as confusion is not considered in this policy not to mention the significant levels of anxiety for partners and family who are left with little or no information indefinitely. Incidentally, my husband was discharged and was not able to provide much detail about tests/results etc all questions I strongly feel I should have been able to ask on his behalf . 

I’m not aware of why or when this apparent blanket policy was enforced but in my opinion does not make any provision for individual cases or in any way helpful in alleviating anxiety of patients and relatives .

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Responses

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 9 months ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 24/07/2024 at 12:13
Published on Care Opinion at 12:13

picture of Pamela Gibson

Dear MaryR,

With apologies for the delay in responding to your feedback, I would like to thank you for taking the time to share your recent experience of the Emergency Department at University Hospital Crosshouse with us via Care Opinion.

I am very sorry to read about the situation you have described. Please be assured that this is not the person centred care that we strived to provide. Whilst we always aim to provide care that is safe, caring and respectful, we do recognise that sometimes we get it wrong. When we do, we are committed to learning and improving. Hearing experiences, good and bad, directly from our patients or their relatives is one of the best ways for us to capture this valuable feedback.

Unfortunately, it is difficult for us to look into specific issues raised as Care Opinion is completely anonymous. However, I have ensured that your feedback was shared with the Clinical Team in the Department.

They have asked me to convey their apologies to you and have advised that the issues you have raised will be discussed at their weekly meeting to identify any improvements that can be made as a result of your feedback.

With your husband’s permission, the Clinical Team would be happy to look into this episode of care in more detail for you. If this would be helpful, I would be most grateful if you could provide me with more details so I can pass them to the Service. You can leave your contact details on 01292 513942 (voicemail) and I will call you back or via email at aa.patientexperienceteam@aapct.scot.nhs.uk

Kind Regards

Pamela

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Cheryl Mackenzie, Patient Experience Facilitator, Patient Experience Team, NHA Ayrshire & Arran 8 months ago
Cheryl Mackenzie
Patient Experience Facilitator, Patient Experience Team,
NHA Ayrshire & Arran

Gathers feedback on the patient's journey

Submitted on 21/08/2024 at 11:32
Published on Care Opinion at 11:32

Dear MaryR,

Thank you for getting in touch to provide us with your contact details and for taking the time to speak with me on 9th August 2024.

I hope that our conversation was helpful.

I was pleased to hear that you have also received further information from the Emergency Department.

Thank you once again for choosing to share your feedback with NHS Ayrshire & Arran and please pass on my warmest wishes to your husband - I hope he is feeling much better.

Kind regards,

Cheryl

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by MaryR (a relative)

Hi cheryl

thank you for your reply and for your thoughts for my husband, he is feeling well now. I did have a conversation with Elaine McIlwraith from Crosshouse hospital. She did offer an apology in regard to my concerns, however, I am not reassured that in the future I was unfortunately to find myself in the same situation that anything would be different and therefore, after discussing with my husband, I feel I have no choice but to make a formal complaint in the hope that this seemingly “ unofficial “ policy is investigated fully and stopped immediately

Many thanks for your help and support thus far

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