"Showing no empathy"

Having experienced excellent care and management of a particularly difficult episode of epistaxis when my sister attended previously, unfortunately, we also witnessed the polar opposite when attending again with the same issue.  My sister was the patient but this comment is from myself the witness.  

The nurse was more annoyed at my sister having arrived "once again" and projected an attitude towards her repeatedly telling her she should try and manage this better at home and she needs to STOP attending hospital for this issue.  My sister is 69-year-old  vulnerable  and respectable lady who lives on her own but unfortunately due to a complex cardiac condition and, whilst awaiting further cardiac surgery at Golden Jubilee, is dependent on blood thinning medications.  Nurse was made aware of these details.

However, the cardiac condition such as it is was not the issue at this presentation. 

Manner was totally shocking showing no empathy, reassurance or respect.

Unfortunately, this attitude continued as the method and process of cleaning the nose was rough, taking no account of the fact this patient had a very sore face from recent management and with no explanation of what she was doing only saying that they had to get a clot out. After one or two attempts decided a head torch was needed. On retrieving the clot it was put in a tray, then opened a package and proceeded to apply cautery without explaining what was being done. My sister was wincing and gasping in the chair throughout this.  

The staff member continued to rebuke my sister for attending, and commented on her getting herself into some state. Telling her to just calm down and relax.  There was nothing reassuring or comforting in the tone reiterating to her again that she had to stop coming to hospital and give it a chance to heal properly even suggesting she should get an appointment with her cardiologist and get her medications sorted as it was as much the blood thinners causing this as anything else.  It was also implied my sister may have been picking, scratching or rubbing her nose which would knock off the scab and start the bleeding again.

My sister is intelligent and understands such things, having been an auxiliary nurse for many years.

The side needing attention last night was on the right; not having required attention on the previous visit.  The nurse then having cleared a clot, applied cautery and very roughly inserted a piece of  “seaweed” packing telling her to wait 10 minutes and left the room.  Upon return told her she could go home as she could not possibly be admitted as the bleeding wasn’t bad enough to justify that. 

Nobody had suggested or had asked for that. 

Nurse then left room to find her a chair, for us to take her through the hospital to the A & E exit. This was duly delivered to the room by a healthcare assistant and after 10 minutes or so, with no further advice from said nurse, we took her back home.

I chose not to her challenge her behaviour as it would have badly affected my sister who has also recorded HBP.

This was a 69-year-old vulnerable, respectable lady who was clearly distressed, but who was further distressed and humiliated and made to feel she was a nuisance and subsequently discharged with an instruction to STOP attending for this condition.

REALLY!!

I have 40 years NHS service and work alongside many professional colleagues.

A huge part of my duties involve dealing with patient enquiries and managing expectations therefore I am aware and comfortable within the surroundings in which we presented.

I consider my sister’s presentation that evening was poorly managed with a level of service well below standard.

To revisit the introduction I can't praise enough the standard of care and consideration received on our previous visit.

As an update to the above events - she has now been admitted to Forth Valley Royal Hospital for in-patient management of her epistaxis.

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