"This experience has been extremely distressing"

I wish to express my deep dissatisfaction with the standard of care my husband received during his recent admission to Glasgow Royal Infirmary. He was admitted with a dangerously high temperature that was unresponsive to paracetamol, and the overall experience across both AAU and Ward 46 was unacceptable.

AAU: 

•Upon arrival, a nurse dismissively remarked -  You’ve probably just had COVID, implying we were wasting hospital resources. This was deeply inappropriate and unprofessional, especially given the severity of his condition.

•No information was provided regarding waiting times—a communication gap that significantly increases anxiety for patients and families.

•My husband presented with at least three indicators for Sepsis Six, yet his symptoms were assumed to be viral. He was not started on any treatment for infection until three days later, by which point he couldn’t stand, hold a conversation, or keep his eyes open for more than a minute.

•Despite his infective symptoms, important bloods tests that would help inform his care were missed such as lactate.

•No shower facilities available, and not provided with any alternative means to wash for the two days he spent in AAU.

•The consultant’s plan on AAU ward round: rechecking bloods and IV fluids, antibiotics to be started if his condition worsened. Nurses advised that this would be handled on the ward as he was about to be transferred, he remained in AAU untreated for hours. A pending transfer shouldn’t be used as justification to delay care.

•When I asked for an update on his condition, nursing staff were unable to locate his notes and could not offer any information or direct me to someone who could. While I understand staff may not know everything, basic information or appropriate escalation is expected.

• no clear identification of who was in charge on the unit, making it difficult to raise concerns or speak to someone with authority.

Ward 46

•My husband’s LFT’s continued to deteriorate over five days before any investigation was initiated, despite my repeated requests for an acute liver screen and ultrasound.

•Doctors initially refused to start antibiotics, contradicting the plan made by AAU consultant—even as blood results and symptoms worsened. Antibiotics were what he needed and when they were eventually commenced his condition improved quickly. Why was this delayed for 3 days?

•He was being barrier nursed due to unknown infection source, several staff members entered his room without PPE. If appropriate precautions are not followed barrier nursing is pointless so keeping him isolated in a poorly ventilated room for days is inconsistent and potentially harmful.

•Infection control standards were not upheld—visible blood stains on the floor and bedframe that remained for days. Especially concerning when isolation rooms should be cleaned 2 times a day as per infection control guidelines.

•Wet towel continuously not cleared away. I offered to put them in the dirty linen myself if they pointed me in the right direction but was told they would come get them. Yet they still sat there for over 12 hours.

•During one ward round, the consultant was dismissive and rude. As a qualified nurse, I had informed questions, but was met with huffing/tutting, making me feel like an inconvenience not a concerned family member.

•A temperature of 38.9°C around 19:30 was not rechecked by 23:00 when I spoke to my husband. A significant lapse in basic monitoring and response.

•Requests for anti-emetics and painkillers were frequently delayed or ignored, leading to missed meals and unnecessary discomfort.

•My husband was refused the opportunity to get fresh air with staff stating - This is a head injury ward and no one is allowed to leave. He did not have a head injury, and I was prepared to accompany him. The ward is poorly ventilated and the windows do not open. He is a non smoker and just wanted to go outside so I could bring the dog to see him and cheer him up a bit. Instead he was trapped in a single room for a week. Clinical judgment should be used to evaluate individual patient circumstances.

•There was no clear identification of who was in charge, which made raising concerns or discussing care progression unnecessarily difficult.

•No light meal options were available at dinner meaning my husband went without dinner on the nights he was feeling particularly nauseous. As part of hospitals food first policy: there should always be a selection of snacks and light options for patients to choose from.

•He was discharged on treatment for hyponatremia, yet was discharged on omeprazole, a PPI that is a known contributor to hyponatremia. This raises serious concerns about the appropriateness and safety of the discharge plan.

•The IDL states NEWS was normal throughout the admission. This is incorrect—there were multiple episodes of fever (>38°C) and tachycardia.

•Consultants repeatedly contradicted one another in their assessments and plans. It was only after I raised my concerns and expressed my distress over the conflicting information any effort was made to align on a management plan.

Conclusion

•This experience has been extremely distressing. I feel the delays in treatment worsened his condition and extended his hospital stay unnecessarily. Lack of communication, inconsistency in infection control, and absence of basic compassion and professionalism from certain staff members were unacceptable and deeply concerning.

•  I do not wish to brush all staff with the same criticism. I would like to express my deepest thanks to the staff members who went out of their way to keep us informed and to progress his care wherever possible. It is also abundantly clear that nursing staff are under immense pressure and working with very little support. While I am aware this is a service-wide issue, experiencing it from the perspective of a patient’s family member has been eye-opening and deeply troubling.

•I hope this feedback will be taken seriously and used constructively to improve patient care, communication, and basic standards across both AAU and Ward 46.