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Poor treatment from doctor in A&E

Posted By Auxnurse9316

"Poor treatment from doctor in A&E"

About: NHS 24 / NHS 24 (111 service) Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as a relative),

My boyfriend was suffering from abdominal pains from the early morning, he attended work however his symptoms became worse to the point he couldn't travel In a car due to the pain. I tried phoning NHS 24 however it wasn't connecting and not giving me the correct options. After him denying to attend A+E I finally persuaded him to go. The receptionist was very helpful as was the nurse in charge who advised me my boyfriend had been put into majors. As I appeared in his cubicle he had a cannula on and blood smeared down his arm. I asked if he was receiving IV fluids or antibiotics but he said no, hardly any information was given just that he had his blood pressure taken 3 times and provided a blood sample. After roughly an hour of waiting, the doctor appeared who had put in his cannula. 

Anyway, they proceeded to tell us that his blood results didn't show anything, however he could have underlying gallstones. ( very confusing and little information given ). They then stopped and said " oh wait before you go I haven't checked your urine yet hold on ) .. that was a further half hour wait.

They then showed up with his medication in their hand stating it was okay to go, and that he had to book a GP appointment and request an ultrasound. They took his cannula out the arm, still smeared in blood and threw the cannula in black bin along with her gloves and walked out not even carrying out hand hygiene. Very little information given, forgetting to check samples and carrying out poor hygiene.

He attended his GP appointment and was told his pulse and blood pressure was through the roof as well as having blood cells in urine. I think the treatment and false information on how everything was "fine" is appalling and I will be putting in a complaint regarding this situation.

At times I wonder where the care and compassion is with some (not all) doctors.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 8 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 16/01/2017 at 20:37
Published on Care Opinion on 17/01/2017 at 11:37

picture of Shona Lawrence

Dear Auxnurse9316

Thank you for your story via Patient Opinion. I am very sorry to learn that your boyfriend suffered abdominal pains. I do hope that his health is improving.

I note within your story you have mentioned that you tried to call NHS 24 unsuccessfully. I am sorry that this was your experience. I am unsure at what time of day you were trying to access NHS 24, however it may be helpful if I explain that should this have been during the daytime when GP surgeries are open, then our recorded message does direct callers to contact their GP surgery. Patient care during the daytime is the responsibility of the GP's.

We have a range of options available on our Interactive Voice Messaging (IVR) system when people call our service during the Out of Hours period (between 6.00pm-8.00am). This enables us to effectively manage the types and volumes of calls received by NHS 24.

Should you, or your boyfriend, care to contact me directly, then I would be able to explore your feedback for our service in more detail. I can be contacted on 0141 337 4582 during office hours. Our Patient Affairs Team can be contacted at patientaffairs@nhs24.scot.nhs.uk

I am sure my colleagues within NHS Greater Glasgow & Clyde will be keen to explore the feedback you have provided in relation to the service at the Queen Elizabeth Hospital.

Thank you again for your feedback and I do wish both you and your boyfriend well.

With regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 8 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 17/01/2017 at 10:31
Published on Care Opinion at 13:17

picture of Nicole McInally

Dear Auxnurse9316

Thank you for taking the time to share you story on Patient Opinion.

I am disappointed to read about your boyfriend’s experience. This falls short of the standard of care that we should provide to our patients and I apologise for this.

You have raised important issues and I will share your post with the General Manager for this service who will look into this matter in more detail.

However, if you would like to make a formal complaint you can contact the Complaints Department on

0141 201 4500 or email: complaints@ggc.scot.nhs.uk

NHS Greater Glasgow and Clyde also has in place arrangements with Citizens Advice Scotland to provide a Patient Advice and Support Service (PASS) for all NHS users.You can contact PASS via the National Citizens Advice Bureau on 0808 800 9060 or through your local Citizens Advice Bureau. www.cas.org.uk/patientadvice

Kind Regards

Nicole

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