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Mother in laws treatment

Posted By Carameltop87

"Mother in laws treatment"

About: Forth Valley Royal Hospital / Accident & emergency Forth Valley Royal Hospital / Clinical assessment unit Scottish Ambulance Service / Emergency Ambulance

(as a relative),

My mother in law contacted her gp with chest pains which were radiating so the doctor phoned an ambulance. The ambulance arrived and the care they gave her was amazing but unfortunately she had to go to a&e for blood test and further tests. 

Whilst she was in a&e she was made to feel comfortable and at ease (she is a nervous person since losing her husband).

Whilst in a&e we were told that she would be going for a chest x-ray then going straight to CAU. This is where the pleasant experience ended for my mother in law and myself. 

We arrived in CAU and a nurse asked my mother in law to put her clothes on and she was to sit in the seated area. After about 20 mins all visitors in the seated area were asked to leave and sit in the waiting area at AAU. 

This was not a problem, after an hour of sitting in the waiting area I hadn't heard anything from my mother in law so I went into the dept. She was sitting in the same place still not heard from the doctor. I went back to the waiting area...another hour past and still nothing ,then another hour.

3 hours I was sitting outside waiting, at no point did any staff come out to apologise for the length of time we were waiting. 

I was sitting with about 5 other relatives who were having the same experience, no refreshments. No offer of a hot drink, the dept was cold . The WRVS by this point had closed and to walk to the front of the hospital wasnt an option as I was worried I would miss something. 

2 main issues kept arising with myself and the other visitors, surely there would be a way to provide tea/coffee to visitors and also could wi-fi for visitors not be made available. Most smart phones have apps where its easier to communicate with wi-fi.

My mother in law eventually came out with meds looking rather exhausted, but felt that the info regarding her meds was rushed into. 

She was never given the option to have someone in with her when she spoke to the doctor. 

We understand that the dept is busy but it would take minutes for a staff member to come outside to explain about waiting times etc.

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Responses

Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 4 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 09/12/2019 at 17:17
Published on Care Opinion at 17:17

picture of Alan Martin

Dear Carameltop87,

Thank you very much for taking the time to share your feedback on CareOpinion. I am very sorry to read that your mother had reason to use our service. It must have been quite frightening to be told that an ambulance was required for transport.

I am however very pleased to read that the care you received was amazing. I am sure that our partners in NHS Forth Valley will reply to answer your questions and am pleased to read about their positives also.

I do hope that your mother is on the road to a full recovery and feeling much better.

I wish you and her all the very best.

Kind Regards

Alan

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Update posted by Carameltop87 (a relative)

Thank you for your reply Alan, my main concern is the lack of communication. I had no idea what was happening and neither did my mother in law.

When the waiting area is busy can hot drinks not be offered to relatives.

Response from Daniel Beckett, Consultant Physician, AAU/ CAU, Forth Valley Royal Hospital 4 years ago
We are preparing to make a change
Daniel Beckett
Consultant Physician, AAU/ CAU,
Forth Valley Royal Hospital

Submitted on 10/12/2019 at 10:06
Published on Care Opinion at 10:48

Dear Carameltop87

First of all let me apologise for the experience of both you and your mother-in-law. I’m grateful that you took the time to feed back.

We do try very hard to involve relatives, and are particularly mindful that this can be more difficult when our clinical area in CAU becomes full (as is often the case) and relatives need to wait in the AAU waiting room. On this occasion I’m sorry that we failed. I will ensure that this is highlighted to our medical and nursing staff at our weekly meetings going forwards through the busy winter period.

We can also discuss your feedback at our next management meeting, along with how we might be able to provide hot drinks in the AAU waiting room. Whilst it is chastening to hear, it does give us the opportunity to think about how we can do better in the future.

Once again, thanks for getting in touch, and please accept my apologies for our shortcomings on this occasion.

Please feel free to contact my secretary Michelle on 01324 567462 if it would be helpful to discuss this in person.

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Response from Glynis Fotheringham, Senior Charge Nurse , Emergency Department FVRH and MIU in SCH, ForthValley 4 years ago
Glynis Fotheringham
Senior Charge Nurse , Emergency Department FVRH and MIU in SCH,
ForthValley

I am responsible for the day to day running of the Emergency Department and MIU in SCH

Submitted on 11/12/2019 at 10:21
Published on Care Opinion at 10:21

Many thanks for your comments about the Emergency Department, I am pleased we were able to put your mum at ease. I hope she is now on the road to recovery.

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Response from Carolyn Mckenzie, Senior Charge Nurse, Acute Assessment Unit, NHS Forth Valley 4 years ago
Carolyn Mckenzie
Senior Charge Nurse, Acute Assessment Unit,
NHS Forth Valley

Submitted on 10/01/2020 at 13:03
Published on Care Opinion at 16:49

Dear Carmeltop87,

I am sorry that your experience of our unit was a poor one. Nursing and medical staff see patients as quickly as possible and try to limit the length of wait patients can experience but unfortunately on extremely busy days patients can experience longer waits to be seen. We are sorry we failed in communicating this to your mother in law and yourself.

Staff recognise that the way we communicate with patients and their families is such an important part of the care we provide and regret this has not happened on this occasion.

We have already discussed the lack of facilities in the waiting room at our unit management meeting and are looking to see if we improve this experience for families whilst waiting.

Best wishes

Carolyn

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