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Communication with patients and relatives is not good

Posted By Victoria trained patient

"Communication with patients and relatives is not good"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as a service user),

My mum was taken in by ambulance with chest pain. The place as expected was very busy. She was allowed some water but after requesting it 3 times from 3 different nurses I gave up and left to buy her water.

She had been on the trolley for 4 hours when a nurse came in and I said she had a sore neck, they apologised saying A&E was not a priority department for pillows and left. I then rolled up my mum's clothes to put behind her for comfort. As with many people she was left on the trolley waiting for a bed for 6 hours and I accept that is not any fault of the nursing staff.

While the efficiency of taking blood, blood pressure or medication was excellent, I do feel that communication with patients and relatives is not good and it is concerning me the lack of very basic nursing care.

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 5 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 10/08/2018 at 15:36
Published on Care Opinion at 16:09

picture of Nicole McInally

Dear Victoria Trained Patient

Thank you for getting in touch about your Mum’s experience in our A&E Department, and I am so sorry about your Mum’s experience. This is not the standard of care that we aim to deliver.

It is important that we communicate with our patients and their relatives and I will raise your concerns about this and the standard of care with the Senior Charge Nurse and ask that they respond to these.

Please pass on my apologies to your Mum.

Kind Regards

Nicole

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Update posted by Victoria trained patient (a service user)

Thank you Nicole I do feel it is important to hilight to nurses at the sharp end that basic care is the most important to relatives and patients and I wonder how an elderly person like my mother would have managed alone . I am sure your input will help to prevent such incidents and maybe get a supply of pillows . Thank you

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 5 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 13/08/2018 at 13:09
Published on Care Opinion at 13:21

picture of Nicole McInally

Dear Victoria Trained Nurse

I am sorry to hear of your mum’s and your experience and I agree that it is really important to ensure during any time of waits that our patient’s needs are met.

I would like to look into this further and I would be grateful if you could contact me at Carol-Ann.Jamieson@ggc.scot.nhs.uk with your mum’s details.

I hope that your mum’s health is improving.

Kind Regards

Carol-Ann Jamieson

General Manager - Emergency Department, Acute Assessment Unit Queen Elizabeth University Hospital/Out of hours service

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