Care Opinion

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Disappointed with the care provided

Posted By Anogf38

"Disappointed with the care provided"

About: Inverclyde Royal Hospital / Accident & Emergency

(as a carer),

Attended ED with an injury - which I understand is not priority as more acutely unwell patients waiting.

Waited in the waiting room for 5 hours - understanding there was critically ill patients but by this point had still not been triaged.

I had given my partner analgesia prior to attended and as not triaged, had to go to my car to get more analgesia for him.

I informed reception staff also of a patient who was visibly in pain and guarding their abdomen who vomited with streaks of blood - they seemed very uninterested and stated they'll be seen at some point.

I understand you don’t see what is happening with other patients but the lack of communication was appalling.

I was disappointed with the care provided.

I understand the staffing stresses and shortages, but a little communication goes a long way. 

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Responses

Response from Alison McKinnon, Lead Nurse, General Medicine (IRH), NHS Greater Glasgow and Clyde 4 weeks ago
Alison McKinnon
Lead Nurse, General Medicine (IRH),
NHS Greater Glasgow and Clyde

Submitted on 02/06/2025 at 11:58
Published on Care Opinion at 11:58

Dear Anoqf38

I am sorry to hear of your negative experience in our ED department on Care Opinion.

I completely understand that it can be frustrating waiting to be seen, particularly when you are in pain. Please note that nursing and medical staff have access on screen to all patient s in the waiting area and although you were not physically triaged at this point, we can see the reason for attendance and will still prioritise in order of urgency. What patients do not see, are the patients arriving by ambulance from the ambulance bay at the back of the ED and also the patients in resus with life threatening illness requiring urgent attention.

The screen in waiting area is a guide to likely wait to be seen, but this is approximate and can change by the minute. However, what I would expect is more understanding from reception staff and for nurse in charge to update those waiting. I am sorry that this did not happen. Your feedback will prompt us to do better and have more consideration for those waiting and you are correct, communication is key.

I hope your partner is ok now and recovering well.

Kind regards

Alison McKinnon

Lead Nurse

Emergency Care and Medical Specialities

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Update posted by Anogf38 (a carer)

As I work within an Emergency Department, I know that a member of staff should visualise a patient regardless of what their book in reason was.

I understand the waiting times going up due to ambulances and critically ill patients, and this is completely acceptable. I had no problems waiting to be seen, but the not being triaged and not being offered appropriate analgesia is not good patient-centred care.

We were not even triaged within the unscheduled care target, and then when placed in a cubicle, were not asked what reason for attendance was or any past medical history. And, again no analgesia offered.

It was just disappointing.

Response from Alison McKinnon, Lead Nurse, General Medicine (IRH), NHS Greater Glasgow and Clyde 3 weeks ago
Alison McKinnon
Lead Nurse, General Medicine (IRH),
NHS Greater Glasgow and Clyde

Submitted on 10/06/2025 at 13:02
Published on Care Opinion at 13:02

Dear Anoqf38

Thank you for your response. Once again, I am sorry that you were so disappointed with your ED experience. If you would like me to look into this further, then please send me your partner's details so that I can gain a better understanding and provide some further feedback.

Kind regards

Alison

Alison McKinnon

Lead Nurse

Emergency Care and Medical Specialities

01475 524874

alison.mckinnon5@nhs.scot

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