"Admission to Hospital"

About: Forth Valley Royal Hospital / Accident & emergency Forth Valley Royal Hospital / Acute assessment unit NHS 24 / NHS 24 (111 service)

(as the patient),

During the night I developed complications of a chronic bowel condition. I contacted NHS 24 - the service was fantastic and within 15 minutes I was told to present to ED at FVRH.

I was triaged and assessed quickly and the decision was made to admit. The care and compassion from the doctor on duty was outstanding. I am sure the doctors name was Georgia My only criticism was being moved to a chair on the corridor to wait for transfer to AAU. I felt vulnerable and exposed sitting in a chair, visible to all when feeling so poorly.

I was then admitted to AAU for one night. The medical staff were fantastic, and staff nurse Lauren and student Brooke were excellent. A true credit to nursing. Unfortunately, I was unable to take medications orally so was prescribed IV analgesia. I asked for this at 5pm, and then repeatedly had to ask and for this at 715pm. I was told the delay was because there was only 2 nurses on who could administer IV medication. This didn’t feel right considering this is an acute admission unit, however appreciate that staffing can be difficult.

I was moved to AAU 3 at 11pm and both nurses Kelly on night shift and Lauren on day shift were amazing. I couldn’t have asked for better care - they were lovely. I was then transferred to the GI unit, ward B32. All The staff were lovely and went over and above to look after me, despite facing regular staffing challenges which had an impact on patient care which included timings for medications. I also have to mention, Nicole, one of the clinical development fellows who was lovely. She explained everything and spent time discussing my care and results, making me feel involved in decisions.

Nobody likes to be in hospital, however all the staff made the experience as bearable as possible.

Responses

Response from Donna Clark, Clinical Manager, Medical, FVRH

I do hope you are feeling much better. Thank you very much for taking time to give us this feedback, it is important for us to hear about the experience of our patients. I do take on board your comments regarding the wait for analgesia and will discuss this with the Senior Charge Nurses within AAU. It is disappointing that you were advised that only 2 trained nurses can deliver intravenous medication, as this is a requirement of all trained nurses in AAU. I will certainly review if we have a training requirement within the department. I will ensure all your feedback is shared with the team and once again thank you for taking time to give us your feedback.

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

Many thanks for your response, I will make sure your comments re the Doctor and staff in ED are passed on. when the department becomes over crowded we do ask some patients to sit in our seated area, I am sorry you were uncomfortable with this.

I do hope you are now feeling better.

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Response from Shona Lawrence, Patient Experience Manager, NHS 24

picture of Shona Lawrence

Hi dog lover 18

Firstly apologies for taking some time to reply. I am afraid we experienced some IT gremlins, so I didn't receive an alert to your story. This is all sorted now.

Thanks for sharing such a heartfelt story and I am pleased to see my colleagues within NHS Forth Valley have already responded to you. I do hope you are well on the mend.

Thanks for specifically mentioning your call to NHS 24 on 111 and for your kind comments about our staff. I am pleased we recognised the severity of your symptoms and arranged onward care quickly. If you wish to provide any additional detail then I would be able to identify the staff members and share your story directly with them. You can get me on 0141 337 4544 or by email at Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes for the future.

Shona

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