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My mother was put in a very painful situation

Posted By Angry son

"My mother was put in a very painful situation"

About: Forth Valley Royal Hospital / Accident & emergency Scottish Ambulance Service / Emergency Ambulance

(as a relative),

My mother fell on Tuesday in the care home she is in. The staff did not want to move her and called an ambulance. She lay on the floor for 4 hours waiting on it in pain. She then had to wait 4 hours in pain in the hospital before she saw a doctor. When she was released it then took 6.5 hours to get an ambulance to take her back to the care home. 

She was put through a very long, painful and traumatic situation which has left her so confused and weak she has fallen again.

From the time she fell at 2:30 pm until she was returned to the care home at 5:30 am the whole thing took 15 hours. To put a frail 95 year old lady through all that just to get an X-ray is just not acceptable.

With ambulances coming in to A&E all the time why were they not assigned to drop her off on the way to their next job?

I saw the patients that were brought in and none of them had any life threatening issues.

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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 30/10/2020 at 15:58
Published on Care Opinion at 15:58

Dear Angry son,

I am so sorry to hear about your mums experience, that must have been traumatic for you both. I agree that should not have been how things were managed, unfortunately return ambulances can be delayed due to competing demands and something we have been striving to solve with our colleagues from Scottish ambulance service.

I would like to wholeheartedly apologise for this.

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Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 3 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 02/11/2020 at 11:13
Published on Care Opinion at 11:13

picture of Alan Martin

Dear Angry Son,

Thank you for sharing your feedback on CareOpinion. I am very sorry to read about your mothers experience and would welcome an opportunity for the Service to carry out a review on our processes that day.

If you would be willing, may I ask you to either go to our complaints form (here) and register a formal complaint to the Service or, alternatively, you can email my team at sas.feedback@nhs.scot. We will require your mothers name, address, and the date that we attended your mother. If you would also be so kind as to make reference to your CareOpinion username so that the team can easily link it back to this review.

I am very sorry for the delays your mother endured, I cannot imagine how she must have felt for all that time. May I ask that you pass on my well wishes to her and I hope that she recovers soon.

I hope to hear from you.

Kind Regards

Alan

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