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My mother-in-law's treatment

Posted By waltzwe94

"My mother-in-law's treatment"

About: Scottish Ambulance Service / Emergency Ambulance Victoria Hospital / Accident & Emergency

(as a relative),

Visit to family mother-in-law in severe pain feeling sick and  jerking with pain in hip.  Episodes of crying and nausea due to pain.  Pain in hip.  She has dementia so could not remember falling.

Paramedic arrived and she was amazing and caring.  She really listened to my mother-in-law and did a wonderful assessment and called a vehicle to take her to hospital for x-Ray.

This happened at 16:00 and she was still waiting to be seen at 22:00.  Shame on the A&E department at Victoria Hospital Kirkcaldy. She is in her 90s, not offered anything to drink or eat during this time. I am disgusted with the way she has been treated.

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Responses

Response from Lauren Harris, Senior Charge Nurse / Clinical Nurse Educator, Accident and Emergency, NHS Fife last month
Lauren Harris
Senior Charge Nurse / Clinical Nurse Educator, Accident and Emergency,
NHS Fife

Interim Senior Charge Nurse & Clinical Nurse Educator

Submitted on 03/09/2025 at 08:46
Published on Care Opinion at 08:46

Hello waltzwe94,

We are very sorry to hear that you and your mother had a terrible experience within the Emergency Department.

I am aware the department was under high pressure with limited capacity yesterday however this is not an excuse for not meeting fundamentals of care. If you would like to discuss this further then please get in touch with myself.

Apologies again

Kind regards

Lauren Harris (Senior Charge Nurse- Emergency Department).

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Response from Marie Kennedy, Patient Experience Manager, Corporate Affairs, Scottish Ambulance Service last month
Marie Kennedy
Patient Experience Manager, Corporate Affairs,
Scottish Ambulance Service

Submitted on 08/09/2025 at 15:08
Published on Care Opinion at 15:08

picture of Marie Kennedy

Dear waltzwe94,

Thank you for sharing your mother-in-law’s experience here on Care Opinion. It sounds like an incredibly difficult and upsetting situation and we’re so sorry to hear how much pain she was in.

I see that your feedback relates to a number of services. I'm responding on behalf of the Scottish Ambulance Service. We’re especially grateful for your kind words about the paramedic who attended. It’s heart-warming to know she took the time to listen, showed care and compassion and carried out a thorough assessment before arranging hospital care. That level of attentiveness and empathy is exactly what we hope to provide, especially when supporting someone living with dementia.

We’ll make sure your feedback is passed on to the crew involved. If you’re happy to share the name, date, time and address of the call out with us at sas.feedback@nhs.scot, along with your Care Opinion username, we’d love to match your story with the crew and share your message with them directly.

Thank you again for taking the time to post during what must have been a very emotional day. We hope your mother-in-law is now feeling more comfortable and getting the support she needs.

Warmest wishes,

Marie

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