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Care Opinion

There was a lot to take in

Posted By rayfaetroon60

"There was a lot to take in"

About: Crosshouse Hospital / Accident & Emergency General practices in Ayrshire & Arran NHS 24 / NHS 24 (111 service)

(as a service user),

I called the 111 at 6pm, was put through quickly then after the usual questions and procedure told that I would be called back within 3 hours. I was in severe pain at this time from what was first diagnosed by telephone appointment with a UTI, and I was given antibiotics. The next day the pain was no different, so I called again and was given an appointment at a GP surgery. I thought the examination was thorough if not painful, and given different antibiotics.

Now to be honest, that pain remained until arriving at Crosshouse around 9pm two days later. All the staff that I met that evening were very good, especially the doctor who examined me first in the wee room, with a very good sense of humour. 

Thank you for the morphine pain relief, disappointed that there was NO take out option!

However there was a lot to take in, under the influence of Morphine too, and I am confused as to what I can expect next?

The surgeon told me there was need for an elective procedure after the resources are released from Covid 19. I was also to take pain killers, general, and should the pain return, take the tablets, find the lump, and gently press on it to return it to where it should be. 

Can you please let me know if I have understood correctly.

I am a full time carer for my wife who has a brain injury, and I was disappointed not to be given a rough idea of when, understandably, and what the procedure is.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 04/05/2020 at 14:00
Published on Care Opinion at 14:00

picture of Shona Lawrence

Hi Raefaetroon60

Thanks for sharing your experience on Care Opinion. This sounds like a painful and confusing time for you and I am sorry you have been so unwell. I see your story has been shared with NHS Ayrshire & Arran who are best placed to provide you with information.

Your story is good example of the important need for clear communiction.

Your story was tagged to NHS 24 as you mentioned contact with us. It looks as though we recognised you needed further care. I see that during your first call, you had to wait for a call back from us. I understand this can be frustrating. We do try, as much as possible, to manage patient care in one call without the requriement for a call back, however sometimes the demand on our service is so high that some patients unfortunately need to wait for a return call.

If you wish to provide any further feedback on your calls to 111, then I would be delighted to hear from you. patient.experience@nhs24.scot.nhs.uk

I hope you get clarity on the questions you have in relation to the treatment required to manage your symptoms.

With best wishes to you, and to your wife.

Shona

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Response from Laura Harvey, Quality Improvement Lead for Patient Experience, Nursing Directorate, NHS Ayrshire and Arran 3 years ago
Laura Harvey
Quality Improvement Lead for Patient Experience, Nursing Directorate,
NHS Ayrshire and Arran

Submitted on 05/05/2020 at 12:11
Published on Care Opinion at 12:11

picture of Laura Harvey

Dear Raefaetroon60

Thank you for your post. Im sorry to hear you have experienced such pain. I fully understand how difficult it can be to digest information and plans whilst receiving pain killers, and apologise that information was not shared in a clearer manner, or with written instruction as you have suggested.

I understand you have shared your concerns and request for information with our Complaints Team. They will progress your concerns and keep you fully updated on how best to update you on any treatment plans.

I am hopeful we can resolve your concerns quickly and find a more effective way of sharing treatment plans and progress.

Best Wishes

Laura

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Update posted by rayfaetroon60 (a service user)

Dear Laura,

Thank you for your reply, I had a call from Martha regarding the matter, and have sent a follow up email solely with the professional conduct element of my complaint, as I had tried to do both in the one letter, but clearly did not get my point across, my error.

On the matter of the written discharge letter that one normally receives, I would have thought that this could maybe have been posted out to me, or placed in an envelope and sprayed with something. After that it is down to me to wash my hands on opening the letter on arrival home.

In this day and age we can use text for appointment reminders, remember them?:) So why can we not use similar technology to send a patients information? After all, don't ask us, we are just the patient, last to see anything in writing, is how it feels. Best wishes.

Response from Laura Harvey, Quality Improvement Lead for Patient Experience, Nursing Directorate, NHS Ayrshire and Arran 3 years ago
Laura Harvey
Quality Improvement Lead for Patient Experience, Nursing Directorate,
NHS Ayrshire and Arran

Submitted on 06/05/2020 at 11:40
Published on Care Opinion at 11:40

picture of Laura Harvey

Thank you for your update

As previously indicated, if you forward your complaint to the Complaints Team, we will ensure it is fully investigated and you are kept abreast of progress

Best Wishes

Laura

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