"Lack of comminication"

About: University Hospital Wishaw / Emergency department

(as the patient),

After phoning the hospital and explaining my symptoms I was advised to go the hospital.  So I went to the A & E and went through triage at 3.30 pm.  There was a lot of people there but it was fine as I know they have to prioritise.  At 6.30 pm I was called through to another room where I was asked for a urine sample.  At 8.30 pm a 2nd year student nurse came in and took my blood pressure, I explained that I had been there for 6 hours and still no one had told me anything.  She was really nice and explained a doctor would see me soon.  Another 2 hours later I went myself to see what was happening.  There were nurses at the station all laughing and chatting, I explained how long I had been there and that no one had even offered me a drink or anything.  If it hadn't been for my sister I would not have received a drink or anything.  The nurse pointed to a water dispenser further down the building and told me I had only had to ask.  Not the point - I am 20 weeks pregnant and wasn't sure what was happening.  I returned to the room after being told someone would come and talk to me.

The 2nd year student nurse, who was brilliant, returned and listened to the baby.  She assured me everything was fine and I was free to wander to the shop if I wanted to and to find her if I needed anything at all.  Eventually I was allowed home.

I was there for 7 1/2 hours with no communication.  It was not what I expected having worked there myself as an occupational therapist.  I am 20 weeks pregnant and this was a scary experience.  The way I was spoken to I felt like I was a burden, people don't want to be made to feel that way, no one goes to hospital unless they have to.  The way I was dealt with was not a nice experience and during all the time I was there I never saw a midwife which would have reassured me, as would some communication.

Responses

Response from Andy Pender, Senior Nurse, Emergency Medicine, University Hospital Wishaw, NHS Lanarkshire

picture of Andy Pender

Dear swingzz99,

Thank you for taking the time to post your experience of your visit to the ED.

I am sorry that this experience was negative especially in respect to the time to your assessment, communication and overal impression of staff.

The past couple of days have certainly been a challenge for the ED team and whilst I would not use this as an excuse but as a means of explanation.

There are aspects of your posting that is of concern and I would be keen to fully investigate in order to learn from.

I would be grateful if you could contact our patient affairs manager at Yvonne.ross@lanarkshire.scot.nhs.uk or via the hospital switchboard on 01699361100.

I hope this finds you feeling better.

Once again sincere apologies on your concerns expressed.

Best wishes

Andy

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