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Treatment of my grandfather

Posted By Disrm55

"Treatment of my grandfather"

About: Dumfries & Galloway Community Services / Occupational Therapy Dumfries & Galloway Royal Infirmary / Combined Assessment Unit General practices in Dumfries and Galloway Scottish Ambulance Service / Emergency Ambulance

(as a relative),

I called a doctor to visit my grandfather suspecting something wrong with his stomach after a major operation 4 months prior. I was told to ring for an ambulance, as he was in severe pain. The doctor arrived same time as ambulance and doctor advised ambulance that he was fine, didn't need pain meds. He couldn't move. Ambulance staff were great.

I then had to ring ambulance next day, long story short grandad was taken to hospital on 4 occasions, no one told us he had fractured spine in 2 places, each time he was sent home the same day, even though he couldn't move, with no carers put in place.

I believe that the hospital lied about him not taking his medication, his pacemaker which should be steady if isnt never checked, he's declined so much in 4 wks, he couldn't stand on his own when discharged, we never received discharge papers.

The OTs that came were great, as were the ambulance staff, but the treatment at the hospital, I've never seen anything like it, a man in his 80s. I believe the hospital have lied to myself, my grandad has lost a stone in weight, cannot stand on his own, is in severe pain and has been left to get on with it.

As for his own doctor, we have called to be told they'd call back never happened. When I can get my grandad to sit up his legs and feet go purple, never seen anything like it. They also fitted a catheter as he couldn't pass urine, it got blocked with blood clots, so again sent him home, just to be admitted again, another catheter fitted this time he was sent on his way again. He was sent home in a taxi one night going over every pot hole.

I'd like to thank the ambulance staff who were lovely, also the OTs that visited the home. As for the hospital, I feel it's disgusting to treat an elderly man in the way he's been treated, his health has declined drastically. 

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Responses

Response from Emma Murphy, Patient Feedback Manager, NHS Dumfries and Galloway last week
Emma Murphy
Patient Feedback Manager,
NHS Dumfries and Galloway

Submitted on 30/05/2025 at 09:59
Published on Care Opinion at 10:00

Dear Disrm55.

Thank you for taking the time to share your feedback. I was so sorry to read of the experience your grandfather has had and the understandable concern that has caused for you. I am pleased that ambulance and OT colleagues have been able to support you both at this difficult time.

I note your concerns about your grandfather's experience in hospital and I am keen to investigate that further for you so that we can better understand what happened and identify any learning. In order to do so we will need your grandfather's personal details and his consent, which cannot be shared on this public forum. I would therefore be grateful if you or your grandfather could please reach out to our team, if you feel comfortable doing so. That would allow us to look in to this further for you and ensure that your grandfather is receiving any additional support as appropriate.

Our team can be reached by email at dg.patientservices@nhs.scot or by telephone on 01387 272733. The team are aware of your Care Opinion story and will be happy to support you in any way they can.

If you do not feel able to contact us directly, or if you feel that you or your grandfather would benefit from extra assistance providing feedback, you can receive free, independent advice and support from the Patient Advice and Support Service (PASS). More information on their service can be found at https://pass-scotland.org.uk/.

Thank you once again for taking the time to share your feedback. I hope that you feel able to reach out to our team so that we can support you further. Meantime, please pass on my sincere apologies to your grandfather for his poor experience.

Kind regards

Emma

Emma Murphy, Patient Feedback Manager

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Update posted by Disrm55 (a relative)

Thankyou for getting in touch, I would be more than happy to make contact, my grandfather has now been told he will be house bound and needs carers daily as he's on a really strong opioid that's rarely given.

My grandfather could walk and enjoy his life it's now been destroyed and we're disgusted. He's now getting the right treatment and care and being looked after great but it should never have come to this, so if his story can help others I'm more than happy to talk and very grateful you got in touch thankyou

Kind regards

Response from Mark Hannan, Head of Corporate Affairs and Engagement, Scottish Ambulance Service yesterday
Mark Hannan
Head of Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 10/06/2025 at 10:23
Published on Care Opinion at 12:18

Hi Disrm55,

I'm really really sorry to hear about your grandfather's recent experience. I see my colleagues at NHS Dumfries and Galloway have responded to your wider concerns and offered to investigate what may have happened which is good to see.

I just wanted to come on and thank you for your very kind comments about our staff at the Scottish Ambulance Service who cared for your grandfather. It always means a lot to our staff when patients and their families reach out to say thank you, particularly in circumstances such as this. So thank you for doing this.

Once again, I'm very sorry about what happened and hopefully the ongoing investigation can help provide answers or identify any possible learning moving forward.

Thanks,

Mark

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