"Information for Cardiac Outpatients Appointment"

My mother was invited to an outpatient 12 Lead ECG test at Craigavon Area Hospital.  My mother is elderly, has a heart condition, diabetes, is recovering from cancer and is unsteady on her feet.  I contacted the Appointments Clerk to explain my mother's limitations and seek further clarification about whether or not I could attend with my mother and whether it was far to walk from the car park described in the appointment letter.  I was advised yes I could attend and that no it was not far to walk.

The day of her appointment was very warm and sunny - we arrived early and rang to advise we had arrived.  The instructions on the letter had advised to park in a specific car park and to come out from green gates and go towards a barrier and wait there.  We waited for at least 20 minutes - thankfully is wasn't raining but it was a struggle for my mother to wait this long without a seat - in fact we sat on some large stone boulders as she wasn't able to stand for this length of time.  

I rang again and was asked where we sat - I explained again and after some further discussion it was apparent that there are 2 barriers one on either side of the building both close to the green car park gate.  So we made our way towards the other barrier and my mother had to stop and rest a few times.  Inside the barrier she had to stop again and rest - this time there were seats at least to sit on to rest.  We made our way into the building and she had the test.  The staff were pleasant and kind.

During the test several members of staff came in and out of the bay and left the curtain open which meant my mother's privacy and dignity were impacted as she was in a state of undress at the time.  

I felt disappointed for my mother as I had contacted the department in advance to try to ensure we knew where we were going and that the distance my mother had to walk was manageable.  Especially as the test was a heart trace, putting her under strain could perhaps potentially affect the outcome of the test.  My mother doesn't complain but it was a real struggle for her.

Whilst this was not an invasive or painful test it was disappointing that the instructions were too vague and even when I rang to check everything and asked lots of questions to try to find out if the walk was manageable and explained my mother's limitations that we were advised inappropriately.  

Whilst it wasn't a long distance to walk for me, it was too far for my mother to manage - it would be helpful in future if staff were able to understand the impact this could have on an elderly frail person who is unsteady on their feet and unable to walk more than a very short distance.  In addition, the instructions about the entrance were too vague.  We appreciate that sometimes there is a wait but had it been raining we both would have been soaked to the skin - not great for a frail elderly person - if the instructions had advised us to wait in the car and ring and that a member of staff would come out and meet us that would have meant it would have been less difficult for my mother.  However, the distance from the car to the building the test was carried out in was again too far for her to walk without having to stop.

I am sharing this not to complain but to highlight to Trust staff that whilst for the average person none of these things were really awful, for a frail elderly person who struggles to walk any distance to be asked to stand for a long time is too much and also the distance from the car park to the building is too far. Also if the instructions were made clearer about which barrier we were to wait at that would have helped, as the barrier we were meant to be at did have seats nearby.