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Unclear visiting information

Posted By Suzy1

"Unclear visiting information"

About: Forth Valley Royal Hospital / Clinical assessment unit

(as the patient),

I was admitted to CAU with loss of sensation in my face and right arm. I felt I received good care and the correct investigations, which were then reviewed by the appropriate speciality.

However on admission my mum was with me and she was advised to leave as there was no room for visitors to stay. This seemed contradictory to the ward information leaflet which advised visiting was open during 11.00am and 20.30pm. The fact my mum was not allowed to stay was difficult and anxiety provoking as my symptoms were linked to a childhood illness that I had little recollection of. This caused difficulty when trying to explain this to medical / specialist Doctors/consultants. 

Additionally, I noted some visitors were allowed to stay and others were not. This seemed unfair and not having my mum able to stay added to all our stress levels and anxiety, especially given the nature of my symptoms.

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Responses

Response from Gavin Dolan, Clinical Manager (Acute & Emergency Services), AAU / CAU, Forth Valley Royal Hospital 6 years ago
We have made a change
Gavin Dolan
Clinical Manager (Acute & Emergency Services), AAU / CAU,
Forth Valley Royal Hospital

Submitted on 03/09/2018 at 10:45
Published on Care Opinion at 10:59

Dear Suzy1,

Thank you very much for leaving feedback on the Care Opinion platform. We value this as crucial and seek to review all feedback that is received. I do hope you are very much under way with your recovery and are feeling somewhat better now?

Thank you very much also for sharing your experiences. I am delighted that you felt that you received good care and the appropriate investigations were undertaken. I am sorry however, to learn that your mother was asked to leave. This was not appropriate and must have made you both very annoyed. You are absolutely right in that we adopt an almost open visiting time and I can only apologies that this was your experience, especially as you mention that not having your mother provoked anxiety and added stress. Our CAU isn't particularly large in size however, there should have been provisions made for your mother to stay with you and I can only apologise again that this was your experience.

We are currently in the process of amending our signage within the unit and documentation that we supply to both patients and relatives. We are also in the process of significantly updating our documentation throughout the waiting area so it is more informative and clear in considering what matters to patients and their relatives whilst in our care. We have also very recently created an information leaflet which I hope you were given and found helpful during your stay with us.

Best wishes,

Gavin Dolan

Clinical Department Manager

Acute & Emergency Services

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