This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Poor nurse assessment in A&E

Posted By HM86

"Poor nurse assessment in A&E"

About: Crosshouse Hospital / Accident & Emergency

(as a relative),

My husband could not swallow food and was barely managing fluids. He was in agony with throat pain and was spiking high temps at home. He had attended the GP the previous day before we attended A and E. The GP gave him some medication to help with the pain and said to see how things went.

Things got worse at home and after a night of agony and gurgling in his sleep we went to A and E. Myself and my husband are both nursing professionals, so therefore we don't attend A and E lightly. We could see the department was busy but patiently waited. As it turned out, we wasted our time. We were triaged by a nurse who was very dismissive of my husband and myself. They barely listened to my husband's story. They took all his observations but didn't do his blood pressure. Didn't remark on my husband being tachycardic. No NEWS score was completed. The nurse didn't look in at my husband's throat properly, just glanced. Said my husband's tonsils were very inflamed - my husband doesn't have tonsils, as they were removed in childhood. This staff member did not comment on the marked external swelling over my husband's throat at all.

We were sent away with the instructions to wait 2 or 3 days, and if still not right, to go back to GP. They even went as far as to say the GP wouldn't do anything for my husband if we went back that day, despite my worries at his condition. Fast forward 24 hours - GP sent my husband straight to the ENT ward for assessment. He has marked swelling around his vocal cords, all his infection markers are through the roof and he requires IV fluids, IV steroids and IV antibiotics. One of the doctors informed us that we were lucky not to have waited any longer as patients have been tubed and sent to ICU with this.

I'm extremely annoyed at the lack of care shown by the nurse in question. It would have taken no time to have had a doctor look at my husband's throat. I  believe some ENT training is required for this staff member. I appreciate the department was busy but patient care should not suffer for this. If we had taken this nurse's advice, the outcome could have been much worse. 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Claire Gilroy, Specialty Doctor, Emergency Department, University Hospital Crosshouse, NHS Ayrshire and Arran 5 years ago
Claire Gilroy
Specialty Doctor, Emergency Department, University Hospital Crosshouse,
NHS Ayrshire and Arran

Emergency

Submitted on 11/04/2019 at 15:43
Published on Care Opinion on 12/04/2019 at 13:32

picture of Claire Gilroy

Dear HM86

Thank you for bringing your concerns to our attention regarding your husband’s recent visit to our Emergency Department (ED), University Hospital Crosshouse. I was sorry to hear of your experience during your attendance.

As I understand it, when your husband presented to the ED it was felt he was not suffering from a life threatening emergency or injury and that his care could be dealt with more appropriately by one of our primary care providers in the community. Therefore, it was best to redirect you to the appropriate Independent Contractor. These services include GP, NHS 24, Pharmacy, Emergency Dental Service, Maternity Services, Community Optician and Sexual Health Services.

Non-urgent Emergency Department presentations contribute to overcrowding, which can adversely affect patient care. Redirecting patients to a more appropriate service is an option to help address this. An evaluation was conducted of a major Scottish Hospital’s Emergency Department redirection policy to assess its safety.

I am sorry that you felt this information was not shared with you in the appropriate manner. We appreciate that it can be difficult to get this across without it feeling uncaring. However, please be assured we have patient care at the forefront and this is to help our emergency department run more efficiently and help patients to be seen quicker. Your experience has been shared with the staff in ED for learning and reflection.

I hope your husband is now on the road to recovery.

Claire

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by HM86 (a relative)

I appreciate the time you have taken to write this response. I'm glad you have shared this story as I believe that some reflection and training is required regarding ENT care. I appreciate your apology, this experience has greatly reduced my trust in this dept. I do disagree as to the response that his condition was not potentially life threatening. A CRP of 294 and marked swelling around the vocal cords sounds potentially life threatening. A nurse in a GP practice triaged my husband not even 24 hours later and she could see how ill he was just by his general appearance. When she examined his throat thoroughly, the first time it was examined properly I may add, she could see that this required immediate hospital attention.

Opinions
Next Response j
Previous Response k