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"I had clear explanations of my care and treatment at all times"

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

(as the patient),

After an unfortunate slip while on holiday in Crete that resulted in a ruptured right quadricep I flew back to Glasgow arriving not in the early hours of the morning. On instruction of our Travel Insurance company my wife and I took a taxi from the airport to A&E at Queen Elizabeth University Hospital.

Having given my details at A&E reception I was called through to Triage within 10 minutes. A sympathetic, professional and friendly nurse assessed my health situation and arranged that blood samples be taken. This happened immediately with the nurse tasked with at that job being very friendly and professional.

I was then taken through to a cubicle in the A&E department where I waited. Although the department did not appear to busy it was some time before a doctor came to see me, having on at least one occasion briefly said they would be with me soon. When that doctor then came to see what my problem was, I had been sent home from the hospital in Crete where I had spent the previous night with a back slab (?) keeping my knee immobilised, they asked why I had come to A&E at the hospital. I replied I was following instruction from my travel insurance company. They replied that this was wrong, my G.P. held budget and I should have been getting referred by my G.P. Given that my home is in Shetland I was somewhat taken aback by these comments. This doctor cut the bandages holding the back slab on my leg, examined my knee and left me.

It was some time later, hours not minutes that a different doctor came to see me, with a colleague and told me my knee was to be x-rayed and I was to be admitted. Having taken all necessary details this is what happened, I was admitted to Ward 10C.

At Ward 10C all staff were very friendly, professional and helpful. Initially it seemed I might go to theatre that day but medical staff decided an ultrasound of my knee might assist in deciding just what surgery was needed.

I had been placed in isolation having said I had been in a Greek hopsital and a nurse, during the morning on Thursday, took a range of swabs to check for MRSA and CPE.

By about lunchtime it was decided I would not go to theatre that day so was allowed food.

Early in the afternoon a porter took me to imaging department for ultrasound but almost immediately after arriving there having been left by the porter  a member of staff said something about a mistake, I was to go back to Ward 10C and I would be sent for later that day. I had to wait for approx. 20 minutes before a porter came and took me back to the Ward.

When I later asked the reason for my return to ward I was told that as I was a potential infection risk staff did not want me sitting with other patients. I was puzzled at the time and would have appreciated being immediately told at imaging why I was to go back to ward. I fully agree with staff taking all measures to limit potential cross infection.

Absolutely all staff working on Ward 10C as well as all theatre staff made my stay at Queen Elizabeth University Hospital as positive an experience as, in my circumstances, it could have been. I had clear explanations of my care and treatment at all times. I have nothing but the highest praise for them and thank them for everything they did for me.

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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 12/09/2018 at 11:36
Published on Care Opinion at 11:54


picture of Nicole McInally

Dear JayDee

I am so sorry to hear about your accident whilst on holiday.

Due to an increase in demand, at times patients may have to wait longer in A&E. We understand that delays can be frustrating and upsetting for patients and we would like to apologise for this.

I agree that staff should have explained to you at the time why there was a delay with your ultrasound.

Thanks for your kind words about the staff in A&E and Ward 10 and I will share your feedback with them. I am also pleased that your care and treatment was explained clearly at all times.

I hope you are recovering well at home.

Best wishes

Nicole

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Update posted by JayDee (the patient)

Dear Nicole

Many thanks for your reply.

I fully understand why A&E departments have been having increasing demands placed on them. I think that this seems to be a result of Primary Care through G.P.s not being as accessible as it might been in the past. Perhaps the Scottish Government needs to try to tackle this issue.

Once again my undying thanks to all staff, both nursing and non nursing, especially in Ward 10C. I did take a couple of minutes to complete the Patient Survey form at the nursing station on Ward 10C as I was being discharged. I was sorry it was not possible to personally thank all staff at the time.

I am due to have staples at surgery incision site removed, slight trepidation regarding possible pain! Fracture clinic appointment followed by physiotherapy over six or more weeks.

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 17/09/2018 at 12:10
Published on Care Opinion at 12:59


picture of Nicole McInally

Dear JayDee

I hope it goes at the fracture clinic and good luck with the physiotherapy.

Take Care

Nicole

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