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An inpatient stay

Posted By Rozee99

"An inpatient stay"

About: Aberdeen Royal Infirmary / Emergency Medicine Aberdeen Royal Infirmary / General Surgery Aberdeen Royal Infirmary / Orthopaedics Scottish Ambulance Service / Emergency Ambulance Woodend Hospital / Intermediate Care Physiotherapy

(as a service user),

After a household accident, I requested an ambulance which I was told should have taken 20 minutes to come. After 4 hours, it did not appear, and my sister ended up transporting me to A&E (I was unable to weight bear). I then waited approximately 4 hours before being seen. I was then put through the usual checks from various medical professionals including an x-ray which confirmed that I had fractured my tibial plateau bone. After a while, I was advised that I would have to be admitted and would have to have a CT scan the following morning to confirm if I needed surgery. I was admitted to Ward 212 and after having a CT scan it was confirmed I would need to have surgery. I waited 4 days before the surgery took place. 

My experience in the ward was up and down. First of all, most nursing and other staff were wonderful, although a couple of staff members were rude to me. I was completely vulnerable and was not able to get out of bed. The two staff members I mention would come and change my bed sheets and I would have to roll over each side to let them do this. They would tell me to please hurry up, that they had other things to do. The worst part was being left for over 2 hours waiting for someone to come and relieve me of a bed pan.

I was in Ward 212 for 6 days before being transferred to Woodend Hospital, for physiotherapy and OT assessment, for another 4 days.

Staff here at Woodend Hospital are lovely, professional and very caring.

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Responses

Response from Alison Mckenzie, Nurse Manager, Orthopaedics & Neurology, NHS Grampian 2 months ago
Alison Mckenzie
Nurse Manager, Orthopaedics & Neurology,
NHS Grampian

Submitted on 14/02/2025 at 10:56
Published on Care Opinion at 10:56

picture of Alison Mckenzie

Morning Rozee99,

thank you for taking the time to post about your experience. I am glad the majority of staff in 212 were wonderful I will pass this on to the team, as the Nurse Manager for 212 I am keen to explore the issue of staff being rude to you as this falls below the standard we would expect. It would be helpful if you were able to chat about this. I can come see you if you are still in Woodend, equally happy to chat on the phone if that suits.

Kind Regards

Alison Mckenzie

Nurse Manager

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Update posted by Rozee99 (a service user)

Thank you for your response. I was discharged from Woodend back in October 2024. I am now back at work but if you wish a call would be appreciated.

Your response to my story was very helpful.

Response from Marie Kennedy, Patient Experience Manager, Corporate Affairs, Scottish Ambulance Service 2 months ago
Marie Kennedy
Patient Experience Manager, Corporate Affairs,
Scottish Ambulance Service

Submitted on 20/02/2025 at 17:17
Published on Care Opinion at 17:17

picture of Marie Kennedy

Hi Rozee99,

I'm so sorry to read about your recent accident and need for an ambulance. I can imagine that you must have been in a lot of pain and this was a very stressful experience for you. I sincerely apologise on behalf of the Scottish Ambulance Service for the significant delay that you experienced and any undue stress this may have caused.

We are always keen to learn how we can improve our service and feedback is vital to allow us to do this so thank you again for taking the time to share your experience. In order to look into this incident we would need to know the date, time and address that the Ambulance attended and your name. This information can be sent to sas.feedback@nhs.scot for the team to pick up. If you do decide to do this, would you be so kind as to make reference to your CareOpinion username so that the team can easily locate your story.

Thanks again for sharing your feedback and I hope you have a swift recovery.

Take care,

Marie

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Update posted by Rozee99 (a service user)

Hello there Marie, I have replied to you via the feedback address.

Update posted by Rozee99 (a service user)

I am very disappointed to note that I have not responded to when I said I would like to discuss things with her on the phone.

Update posted by Rozee99 (a service user)

I recently put this story on here about an inpatient stay in hospital and the nurse manager replied saying we could talk about it over the phone. I have never heard anything from her which is very disappointing.

Response from Alison Mckenzie, Nurse Manager, Orthopaedics & Neurology, NHS Grampian 2 weeks ago
Alison Mckenzie
Nurse Manager, Orthopaedics & Neurology,
NHS Grampian

Submitted on 24/04/2025 at 15:53
Published on Care Opinion at 15:53

picture of Alison Mckenzie

Hi Rozee99,

Due to this on care opinion I do not have your contact details, could you email me your contact details to my email or phone me to discuss please.

Kind Regards

Alison McKenzie

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