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"Surgery and hospital stay"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency Queen Elizabeth University Hospital Glasgow / Bones, joint and fractures

(as the patient),

I had an accident which resulted in orthopedic surgery at Glasgow QEUH. I was shocked and quite frightened not knowing if I would be able to make a full recovery. 

The staff were wonderful in the main , especially the nurses who were so sensitive and compassionate to someone who was pretty traumatized and unable to do anything without help. They spent time with me, chatted, answered questions and made an awful week so much easier. I will always to be grateful to them for helping me recover and regain my confidence. 

A shattered limb meant I had to attend x-rays and scans and was taken by chair by porters. I was shocked and quite frightened by the conversations they were having over my head as if I wasn't there. Their language was foul, and they seemed to feel free to discuss all manner of highly inappropriate, sometimes sexual things with the patient they were escorting, me, sitting right there and having to listen. It was really intimidating to be stuck in confined spaces with these people always in twos or threes and with patients only partially clothed and at their most vulnerable. I never saw them wipe the seats of their chairs either and people are frequently sitting on them with only hospital gown on which i found to be the most revolting abuse of hygiene I've ever seen. This observation comes from a number of hours observing porters and chair use throughout the hospital from  A&E to other areas. No seat was ever cleaned as far as I was aware and I watched people getting up then others sitting down, all only partially covered by gowns.
I was also very upset to be spoken to very dismissively by the staff who support nurses. On returning to the ward after surgery I was told I needed to remain on the drip as my BP was very low. It was disconnected as I was returned to my bed and when I buzzed to ask a nurse to reconnect it I was told they were changing shifts and were in a hand over meeting. I left it a further hour and rang again, this same member of staff came into my room and when I explained that I needed my drip reconnected I was told to "wait your turn" and left. I was upset and humiliated and when someone eventually did come several hours later my blood pressure was extremely low and eventually delayed my discharge as I became unwell and took some time to rally.
 
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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 3 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 16/08/2018 at 12:18
Published on Care Opinion at 13:29


picture of Nicole McInally

Dear Ouch Oops

I am so sorry to hear about your accident and that you had to be admitted to hospital. I appreciate that this was a very worrying time for you.

All our patients deserve to be treated with dignity, respect and compassion and please accept my apologies for your experience at the Queen Elizabeth University Hospital.

What you have detailed in terms of cleanliness and staff attitude is not acceptable. Therefore I have shared your feedback with my colleagues in Facilities and have asked that they respond to your concerns.

I hope that you are now recovering well at home.

Best wishes

Nicole

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 3 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 20/08/2018 at 13:48
Published on Care Opinion on 21/08/2018 at 10:42


picture of Nicole McInally

Dear OuchOops

Many thanks for taking the time to share your experience.

I am very concerned to learn of the conversations that were had in your presence and would like to convey my sincere apologies to you.

I plan to share this story with all portering staff, and re-emphasise clearly that NHSGGC has zero tolerance for this type of inappropriate behaviour. If you would like to discuss this further you can contact me either by phone (0141 354 9623) or email (mandy.machell@ggc.scot.nhs.uk).

I am also concerned to hear that you did not observe any wheelchairs being wiped clean between use. All Porters are aware of the need to wipe clean the wheelchair or patient trolley in advance of a patient being collected and typically this activity will be completed outwith the ward/department – it is therefore likely that this activity occurred not within your presence, but I will explore this further with our Portering Professional Lead to ensure that this practice is audited on an increased frequency.

Kind Regards

Mandy Machell

Deputy Site Facilities Manager - Business

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 3 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 01/10/2018 at 14:09
Published on Care Opinion on 02/10/2018 at 09:39


picture of Nicole McInally

Dear Ouch Oops

I am sorry to read that you found one of the Health Care Support Workers unhelpful and experienced a delay in receiving your drip as a result of an apparent failure of communication between staff. I am also sorry to read that this may have slowed your recovery after surgery.

I shall share the contents of this post with the ward nursing teams to make them aware of the concerns raised with regards to the cleaning of transfer chairs and trolleys between patients. I will also highlight the description provided of the post operative experience for reflection and shared learning.

If you would like me to look into this in more detail please contact my colleague Nicole (Nicole.McInally@ggc.scot.nhs.uk) with your personal details.

Kind Regards

Margaret Wood

Clinical Services Manager – Trauma and Orthopaedics

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