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Care Opinion

Emergency Department

Posted By Annemar

"Emergency Department"

About: Forth Valley Royal Hospital / Accident & emergency

(as the patient),

After falling and hurting myself I was unable to drive not wanting to burden the ambulance service I got two buses to the hospital.

When I arrived at Emergency Department in a lot of pain   I was told by the Very rude angry nurse that I was not allowed in it was emergency’s only I explained I had to get two buses and I was basically told sorry in a very brush of manner.

I was told I would need to get another bus to Stirling hospital and if I can not get there today well I can always go tomorrow by this time it was 7pm and I knew I wouldn’t be able to make there and home as I live in California and the buses are limited at night. I returned home Still in pain and yes I did take pain relief.  

My neighbour kindly took Me to another hospital the next day.   Where I was admitted and had my wrist operated On the next day.   So thank you for Nothing I have never been so disgusted in my life as I am and can assure you I’ll never ever stick up for forth valley hospital again.   Extremely angry And disgusted.

I was advised by the other hospital that I should take this further but I feel making it public what a disgusting service you gave me is better... 

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Responses

Response from Glynis Fotheringham, Senior Charge Nurse , Emergency Department FVRH and MIU in SCH, ForthValley 3 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 02/09/2020 at 16:21
Published on Care Opinion at 16:21

Dear Annemar,

I am sorry to hear about your experience, I would like to apologise for this as that is not how we wish to treat patients.

I will ensure this is passed over to the staff within ED

I do hope you are now recovering well.

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Response from Judith Rooney, Service Manager, Emergency & Inpatient Care, NHS Forth Valley 3 years ago
Judith Rooney
Service Manager, Emergency & Inpatient Care,
NHS Forth Valley

Submitted on 03/09/2020 at 13:14
Published on Care Opinion at 13:14

Hi Annemar

Thank you for taking the time to share your experience of our service. We value and encourage patients, relatives and carers to feedback to us when things have gone well and not so well so we can use the experiences to improve our services.

I was sorry to learn that your recent experience was less than satisfactory and for that I would like to extend my heartfelt apology to you. We have put in place some different systems/ways of working with the aim of providing safe ways of working for patients and staff during this unprecedented time we all find ourselves in. However it would seem that your individual circumstances (in particular) your transport arrangements were not considered as part of the decision making process on this occasion.

Communication and the way we communicate is so important. I will ensure your experience is shared with the staff in order that they reflect on how their attitude and behaviour has affected you and your impression of Forth Valley.

Wishing you a speedy recovery.

Jude

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