"It's such a pity that the care did not live up to the facilities"

My aunt, aged 75, recently spent 2 weeks in the new QEUH in Glasgow and has asked me to post her comments on her behalf.

She was admitted overnight as an emergency and had a delayed admission through A&E, finally being admitted at about 2. 30AM to the Dermatology ward.

My aunt had three areas of concern during her stay, all of which were shared by myself and other relatives.

1. Communication was poor. We were given conflicting information by different nurses at different times. When asked the nurse in charge at the time didn't know the name of the doctor under whose care my aunt was being treated, when asked to look it up in the notes her reply was that everything was listed in initials and she didn't know whose initials they were. We were eventually given a name but on speaking to that Consultant's secretary discovered that she was not under her care. We finally spoke to someone completely different, who was helpful. My aunt has managed her medical conditions for many years but felt that the staff would not listen to her about what she needed and what would help her. So much for care being person centred.

2. Medication. My aunt has complex healthcare needs and a number of allergies. There were several mistakes made regarding her medication including prescribing eye drops which she has to use constantly throughout the day to which she is allergic, despite being told that she had to have a specific version of them which do not contain the preservative she is allergic to. The answer when the wrong ones were delivered was " This is all there is, you will just have to make do". We had to arrange for a supply of the correct medicine to be retrieved from her house for her. On her discharge the wrong eye drops were dispensed and the nurse commented " Oh, they have sent the wrong eye drops, again". They also dispensed a water retention tablet in 40 g with an instruction to take 10 g a day. The nurse asked her if she had a pill cutter in the house so she could quarter them! All of these medicines were left behind, and I know that having been dispensed for a particular person they would have to be destroyed. What a waste of money, never mind the potential risk if the patient isn't on the ball and noted that something wasn't right. My aunt observed that she was not impressed with the professionalism of the hospital pharmacy to which the nurse replied that nobody is. So much for care being safe and effective.

3. Food. My aunt has a number of food allergies including to fish, eggs and peppers. Taking any of these could cause an anaphylactic shock. These were clearly stated on the patient information board opposite her bed. Despite this she continually was offered meals she couldn't eat. One evening while I was present she was offered firstly fish and chips, then a quiche and finally a chicken curry. When asked if the curry might contain peppers the answer was " probably not". We expected that after a couple of days she would have been out on a special diet to cater for her needs especially as one of the issues she was being treated for was weight loss. When she was discharged she weighed 6 stone. On another occasion when I was present the only option she could safely eat was mince pie only to be then told it had run out. On that night as on others she was left with a sandwich. Again, so much for care being safe, effective and person centred.

It is such a pity that in such a beautiful new building the care did not live up to the facilities. My aunt was desperate to get out of the place and has vowed never to willingly return.

On the positive side she did receive intensive treatment for her skin, which was not the reason for her admission, but she has benefited from that.