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"I got no contact whatsoever"

About: University Hospital Hairmyres / Medicine for the Older Adult (wards 13 - 16)

(as a relative),

My elderly mother was discharged recently, after 8pm in temperatures - 5. I was told that I would get a phone call to tell me when when the ambulance had picked her up from ward 16 so that I would be at her house for when she arrived.

I called the ward throughout the day for an update on the progress of her discharge to be told that they were still waiting on transport, but someone will call me. I called again after 6pm to be told that they were waiting on transport coming back from Dumfries, but someone will call me, but no call, I called back around 7.40 but no answer to my call, I assumed due to the time and the severe cold weather conditions and the time they were not going to discharge my mother until the next day.

I called the ward early the next morning to be told that she was discharged the night before after 8pm. I got no phone call to let me know that she was on her way home. So a lady in her 90s went home to an empty house.

I am very angry and disappointed that this was allowed to happen. I was told don't worry, I would be kept up-to-date with the progress of my mother's discharge and I got no contact whatsoever.

Do they really care for the elderly?

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Responses

Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire 4 months ago
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire
Submitted on 15/01/2025 at 18:22
Published on Care Opinion at 18:22


picture of Lise Axford

Dear maygp34

Thank you for taking the time to share your concerns regarding your mothers recent discharge from ward 16. I am sorry to read that there was no communication or phonecall to let you know that your mother was on route home. This is not the standard of care and communication that we aim to provide. My sincere apologies are offered to you and your mother.

I would like to look in to this further and would be grateful if you could provide your mothers details to either myself Lise.Axford@lanarkshire.scot.nhs.uk or to Patient Affairs

Telephone 01355 58 5325

I will share your comments with the Senior Charge Nurse of ward 16 and the wider team as they will reflect on this lack of communication and review their proceses. Again I apologise for the distress caused.

I hope that your mother is now recovering well at home

Kind regards and I hope to hear from you soon

Lise

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