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Care Opinion

Surprised & Shocked

Posted By LittleMissShocked

"Surprised & Shocked"

About: Royal Infirmary of Edinburgh at Little France / Gastroenterology Royal Infirmary of Edinburgh at Little France / General Surgery Royal Infirmary of Edinburgh at Little France / High Dependency Unit & Intensive Care Unit

(as a relative),

Our Dad had been given first class care from the nursing staff on Ward 106 of the RIE before Christmas (Olivia and Michael were incredible from the simple stop to say hello to providing outstanding nursing care.

Next stop was ICU ... they are so specialised in their field and looked after our Dad with such care and compassion but professionalism was also filtered down to my family.

He then moved to Ward 107. No introductions, no questions asked about any special requirements - we felt that that level of care failed us. It felt like a chore for the nursing to look after the patients and interact with the families. Our Dad was left to his own devices for having a shower 4 days post op with a member of staff saying “It’s part of your recuperation, not for me to do it”.

There was a patient’s bed in Ward 107 that was left for over an hour in two separate occasions on the same day that had been soiled and the smell wafted throughout the Ward. Again, this is unacceptable and unhygienic.

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Responses

Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 4 years ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 29/01/2020 at 10:20
Published on Care Opinion at 10:20

Dear LittleMissShocked

Thank you for sharing your feedback with us following your Dad's time in the Royal Infirmary of Edinburgh.

I was really pleased to read how the staff cared for your dad and your family during his stay in ward 106 and ICU but was saddened to read how things changed when he was transferred to ward 107.

I would be happy to look into this in more detail for you, especially the care from ward 106 as it doesn't sound as though things went as they should have. If you would like us to do this l would be grateful if either you or your dad could contact the Patient Experience Team as we will need a few more details. They can be contacted:

Email: feedback@nhslothian.scot.nhs.uk

Telephone: 0131 536 3370

I do hope that your dad is back at home and recovering well.

With best wishes

Jeannette

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Response from Shaun Robertson, Clinical Nurse Manager, General and Vascular Surgery - Royal Infirmary of Edinburgh, NHS Lothian 4 years ago
Shaun Robertson
Clinical Nurse Manager, General and Vascular Surgery - Royal Infirmary of Edinburgh,
NHS Lothian

Submitted on 29/01/2020 at 10:55
Published on Care Opinion at 13:14

Dear LittleMissShocked

Firstly, I am sincerely sorry for the awful experience that you have described whilst your dad was a patient on Ward 107, and thank you for taking the time to share your story.

I am the Senior Charge Nurse on Ward 107, and I would like to assure you that I take feeback of this nature very seriously. I am extremely disappointed to have read that the level of care has failed you, particularly seeing as your experience of both Ward 106 and ICU was a positive one.

Please be assured that I will share your story with my staff, to allow for reflection as well as to ensure that this does not happen again.

This is not the standard of care that I expect, and once again I am sorry. I can only imagine the distress that this must have caused, at what must already have been a difficult time.

I would be grateful of the opportunity to investigate this further, but require some further details to be able to do so. I invite and encourage you to make contact with the Patient Experience Team as detailed below:

Patient Experience Team, NHS Lothian.

2-4 Waterloo Place

Edinburgh, EH1 3EG

Tel: 0131 536 3370

Email:feedback@nhslothian.scot.nhs.uk

Sincerely,

Shaun Robertson

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