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"A&E and Glenary Ward"

About: Golden Jubilee National Hospital / Interventional Cardiology Mid Argyll Community Hospital and Integrated Care / Acute/Rehabilitation Inpatient Ward

(as the patient),

Recently I was taken by ambulance to the Mid Argyll Community Hospital suffering from a heart attack. I stayed on Glenary Ward for 5 days before being transferred to the Golden Jubilee Hospital for further treatment.   I then re-presented to A&E 5 weeks later and again had another stay in Glenary Ward. 

I want to note that the ambulance staff were more than fantastic and I could not fault their care or compassion in any way.  The staff at the Golden Jubilee were also knowledgeable and efficient throughout although miscommunication regarding whether or not I had had an ECHO sound meant that my daughter (who had driven 3+ hours to pick me up) had to wait in the car park for more than 3 hours whilst the nursing staff chased medical staff for the discharge letter.

I want to highlight some areas of care at the Mid Argyll that I do feel could be improved, on both of my stays.  Most of the staff I met through A&E and in Glenary ward were kind and caring, however others fell short in those areas, sadly. 

Observations:

On arrival to the ward on the day of my heart attack, I passed through A&E from the ambulance and arrived on the ward at about 6.30pm however did not have any observations taken until midnight.

Staff Attitude:

On multiple occasions during my time on Glenary ward I was made to feel like I was a nuisance and that I shouldn't have been there.  

One nurse commented that I had come to the wrong hospital and made me feel terribly upset and guilty on top of already feeling unwell and anxious about being in hospital. The nurse made an assumption based on my GP address that I had come to a hospital through personal preference, not of urgency and location, but failed to understand the driving time and effort is exactly the same from where my home address is to either hospital.

I felt that some staff were impatient with me and fed up of me being there. The staff may very well have been very busy and stressed with lots of work, however it was so obvious and on multiple occasions staff were snippy towards me. 

Bloods:

From my recent hospital stays I have become very aware that I am not an easy person to take bloods from, however I have returned covered in pricks and bruises from continued failed attempts. It seems totally ridiculous that if one technique is not working to continue trying the same thing over and over?! Im sure this added discomfort and stress could have been avoided had another technique been adopted and wonder if this could be an area of additional training?! This was not an issue at the Golden Jubilee. 

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Responses

Response from Fiona Campbell, Clinical Governance Manager, NHS Highland 16 months ago
We are preparing to make a change
Fiona Campbell
Clinical Governance Manager,
NHS Highland
Submitted on 06/08/2020 at 22:55
Published on Care Opinion on 07/08/2020 at 09:22


Dear beaudora123

I hope that you are making a good recovery.

Thank you for taking the time to write about your experience at the Mid Argyll Hospital.

I am very sorry to hear that there were aspects of your care which were lacking and I apologise for any distress caused.

I have made the locality manager aware of your experience. A review will be undertaken and your feedback will be used to identify the improvements required.

If you would be willing to contact me, it would be really helpful to talk with you about your experience. This would assist us with our review and with planning our improvements.

My email address is: argyllandbutehscp.feedback@nhs.net

Kind regards

Fiona Campbell

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Response from Paula McPhail, Feedback and Legal Co-ordinator, Clinical Governance, Golden Jubilee National Hospital 16 months ago
Paula McPhail
Feedback and Legal Co-ordinator, Clinical Governance,
Golden Jubilee National Hospital
Submitted on 07/08/2020 at 09:36
Published on Care Opinion at 09:36


Dear Beaudora123

I am very sorry to hear of your recent heart attack, this must have been a very worrying time for you and your family. It is lovely to read that the ambulance staff looked after you extremely well. Thank you for your kind words regarding the care you received at the Golden Jubilee, however I was saddened to read there was a delay resulting in your daughter’s lengthy wait. I am extremely sorry for this. If you would like me to look into this further for you, please contact me on 0141 951 5951 and I am more than happy to help.

I do hope you continue to recover well.

Regards

Paula

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