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Emergency treatment

Posted By magpiekk99

"Emergency treatment"

About: NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance University Hospital Monklands / Emergency Department

(as a relative),

My elderly mother had a fall in her care home. NHS 24 were called and they sent out an ambulance. She had a head injury and a severe soft tissue leg wound. The ambulance did not arrive until almost 4 hours after she fell. We arrived at Monklands A& E in the early morning. She was treated very kindly by nursing staff but did not have any contact with a doctor until after she had been there for 90 minutes. It then took a further 3 hours for her injuries to be treated. Please note the details of this visit and ask yourselves if this is remotely satisfactory. This is no criticism of the clinicians who treated my mother who were all working exceptionally hard and were clearly very dedicated people working under horrendous pressure. I think some people use A& E as a more convenient place to present with non urgent issues and you should look at the across the board waiting time target and prioritise actual accidents and emergencies.

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Responses

Response from Pat O'Meara, General Manager, Events, Scottish Ambulance Service 6 years ago
Pat O'Meara
General Manager, Events,
Scottish Ambulance Service

Head of Events

Submitted on 04/01/2018 at 11:56
Published on Care Opinion at 15:52

Dear Magpiekk99,

I was very sorry to read that your mother has had a fall and that she waited so long for an ambulance.

When NHS24 ask us to attend they will advise us of what type of response they want, such as emergency blue light response or one where they give us a timescale, for example to be picked up within three hours of their call. It is difficult for me to know what exactly happened in your mother's case, but if you want to, and if your mother is happy for me to discuss the call, I can talk you through how her call was made to us and how it was managed. My number is 0141 810 6101.

I do hope that your mother is recovering well.

Pat

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 04/01/2018 at 12:15
Published on Care Opinion at 15:52

picture of Shona Lawrence

Dear Magpiekk99

I was sorry to learn your mother had fallen and required to be taken to hospital. I do wish her well. I understand that this will have been a worrying time for you and I appreciate you have outlined the time involved in your mother's journey of care.

The Care Opinion Team has shared your story with NHS 24 as you mentioned a call to our service. Should you care to provide any specific feedback on the management of the call, then I would be pleased to hear from you. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

When sharing your mother's experience, It was very kind of you to acknowledge the dedication of the staff who were working under pressure.

Thanks again for taking the time to contact Care Opinion.

I do wish you a healthy 2018.

Rgds

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Morag McGhee, Deputy Chief Nurse, University Hospital Monklands, NHS Lanarkshire 6 years ago
Morag McGhee
Deputy Chief Nurse, University Hospital Monklands,
NHS Lanarkshire

Submitted on 05/01/2018 at 18:03
Published on Care Opinion on 07/01/2018 at 17:29

picture of Morag McGhee

Dear Majpiekk99

I am sorry to hear that your mother has had a fall and required to attend the Emergency Department. Thank you for sharing your mothers journey with us and for your comments regarding staff's kindness and dedication. It is always nice to hear positive comments and I will ensure that your post is shared with the clinical staff.

Within the Emergency Department we aim to have patients assessed by a clinician within 2 hours. I am pleased to note that your mother was seen within this timeframe however I apologise that there was a delay in her treatment being concluded and that she was in the department for over 4hours. I am unable to give you a reason for this as I don't know what date your mum attended, however I would be happy to discuss this with you if you wish to give Patient Affairs a call on 01236 713003.

I do hope that your mum is recovering well and wish her well.

Kind regards

Morag

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