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"Became unwell with cellulitis"

About: Lagan Valley Hospital / Urgent Care Centre Royal Victoria Hospital / Accident & Emergency Royal Victoria Hospital / Acute Medical Ward

(as a service user),

I was visiting family in Northern Ireland and became unwell with cellulitis. I received absolutely superb service from the Lagan valley urgent care service. I was seen and treated within 3 hours of my initial call and then follow up was arranged for the next few days.

I thought it was amazing that there was an option to avoid A&E but also that I didn’t need to take up GP time for something that clearly needed urgent care.

Thanks to all at Lagan valley! 10/10.

Unfortunately, I became more unwell and did need to attend RVH A&E, the A&E team, despite being incredibly busy, were also excellent.

I was then transferred to an acute medicine ward which was very poor. I was initially missed on the ward round as my name hadn’t been put on the birds, then the plan from the consultant’s ward round was not documented accurately  and so the consultant's plan from the morning was not followed throughout the day which was incredibly frustrating.

I was supposed to be discharged after my evening dose of IV antibiotics. The medical team had planned to discuss with the microbiology team which antibiotic would be the most appropriate to send me home with (I had an early flight home in the morning). No discussion took place and no discharge medication was prescribed despite me asking what the plan from microbiology was and was my discharge medication ready multiple times from about 1pm until 11pm, when I eventually left as was planned in the morning.

I then had a very rude phone call at 1am from the ward doctor, who didn’t introduce themselves properly, asking if I thought it was a good idea to abscond the ward with a pseudomonas infection.

I didn’t have a pseudomonas infection (micro sample still not back but was always felt to be very unlikely)  and the plan was always for me to leave after my last dose of antibiotics. The nursing staff were well aware of the plan for me to leave after my last dose of IV antibiotics and there was no suggestion from them that I was absconding or even leaving against medical advice. It had been the plan for me to leave all day.

The only positive thing about my medical admission was the day and night (deputy) charge nurses on ward 2F were lovely! 

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Responses

Response from Leanne Wilson, Interim Lead Nurse, Unscheduled Care, South Eastern HSC Trust 2 months ago
Leanne Wilson
Interim Lead Nurse, Unscheduled Care,
South Eastern HSC Trust
Submitted on 25/04/2025 at 14:44
Published on Care Opinion at 14:44


Hi zebramb55,

I'm delighted to hear you found the service at Lagan Valley Urgent Care Centre to be superb. As a phone first service its great to know the process worked really well and you received such timely care. I will be sure to pass on your kind comments to the team and they are very much appreciated.

Wishing you a speedy recovery.

Leanne.

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Update posted by zebramb55 (a service user)

I’d also like to add the junior doctor (think it was dr Aine at Lagan valley ) who was looking after me was great and even called me a week later when the swab results were available. She then even updated my GP surgery of the result! I Thanks again!

Response from John Barron, Service Manager, Service Manager, Urgent and Emergency Care, Belfast Health and Social Care Trust last week
John Barron
Service Manager, Service Manager, Urgent and Emergency Care,
Belfast Health and Social Care Trust
Submitted on 30/06/2025 at 09:54
Published on Care Opinion at 09:54


Dear zebramb55,

It was great to read about your experience at Lagan Valley Urgent Care and RVH Emergency Department however your experience in Acute Assessment Unit (Ward 2F) was not the positive end to your journey I would have hoped for. I’m sorry your treatment and discharge was delayed, particularly as you were keen to be fit to travel home.

We do strive to ensure patients make timely progress through the appropriate care pathway and communicate clearly when things aren’t quite going as planned. On this occasion it seems something went wrong. When there are unexpected delays there should be clear communication with waiting patients acknowledging the impact of the delay and an explanation of how it will be managed. Unfortunately on this occasion your experience indicates communication could have been much better. I am saddened to read your story of the call you received at 1am from the doctor. This falls short of the professional conduct we would expect our staff to consistently uphold. We do strive to communicate with patients professionally and with compassion through all stages of their journey, disappointingly on this occasion your experience has not reflected this.

Despite your poor experience in 2F, thank you for acknowledging the care provided and efforts of the staff along your journey.

Kind regards

John

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