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"Emergency admission with kidney stones"

About: Aberdeen Royal Infirmary / Emergency Medicine Aberdeen Royal Infirmary / Urology (Bladder and Urinary problems) Scottish Ambulance Service

(as a service user),

Well I never thought I would ever have reason to be angry at the behaviour, attitude and lack of basic care from staff at ARI. During 2020 I have received nothing but excellent care and communication.

Today I collapsed at work in severe pain from kidney stones. They phoned for an ambulance, from the point it arrived, to entering and being treated in A&E I had the best of care. 

Where it went wrong was when I was moved to ward 209. From this point on I was left to sit on a seat in a ward, communication was none existent and where it did occur it was unclear. I had to on 3 occasions to leave the ward to ask for water before receiving any at 6.30pm. Bear in mind I had not had a drink or anything to eat since 6am. They had the cheek to ask for a urine sample?  I had to ask for pain relief, I was made to feel that these basic requests were irritating to the staff. Then to be discharged late evening with no prior warning that I was being discharged despite asking, I had to then find someone to pick me up and sit for over an hour in a cold foyer waiting for them. I live in a rural area. At least I managed to get a sandwich from the shop while I was waiting and something to drink. 

I understand our NHS is under pressure but these staff are not part of the COVID teams. To not provide even the basics in terms of care and support is disgusting practice. There is no excuse 

Responses

Response from Alison Cran, Interim Senior Charge Nurse, Urology, NHS Grampian last week
Alison Cran
Interim Senior Charge Nurse, Urology,
NHS Grampian
Submitted on 15/01/2021 at 10:17
Published on Care Opinion at 10:17


Dear Giz72,

I’m sorry to hear your recent experience in ward 209 left you feeling angry and during your time with us you felt ignored. This isn’t the experience we hope any of our patients have and I’m disappointed - especially since you have mentioned previous care has been good.

I will make sure your story is shared with the team on 209 and that we all take time to reflect on what went wrong and what we can do to make things better.

I would be interested to hear more about your experience and wondered if you would consider contacting me by email: alison.cran@nhs.scot

Take care,

Alison (Interim SCN, Ward 209)

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Response from Julie Wattie, Nurse Manager, Medicine 1 (Medicine and Unscheduled Care Division), NHS Grampian last week
Julie Wattie
Nurse Manager, Medicine 1 (Medicine and Unscheduled Care Division),
NHS Grampian
Submitted on 15/01/2021 at 15:57
Published on Care Opinion at 15:57


Dear Giz72,

Many thanks for your kind comments regarding the treatment you received in the Emergency Department, I will share it with the team. I am sorry that your experience after that was not what we would expect and see that the Senior Charge Nurse from that area has responded.

I hope that you are recovering well

Take care

Julie

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Response from Euan Esslemont, Deputy Regional Director - North Region, Scottish Ambulance Service 4 days ago
Euan Esslemont
Deputy Regional Director - North Region,
Scottish Ambulance Service
Submitted on 18/01/2021 at 12:16
Published on Care Opinion at 12:16


Dear Giz72,

Thank you for taking the time to get in touch through Care Opinion following your falling unwell and hospital admission.

I understand that kidney stone complaints can be extremely painful and I hope your are not continuing to experience discomfort at this time.

Thank you for letting us know that the ambulance crew who attended to you, looked after you well when they came for you and also during your journey to hospital.

I would like to ensure that your feedback is shared with the crew and to assist us to identify the crew from our system, can I ask you please to call our admin team on 01224 812200 to pass on further details of the ambulance call?

Thank you again for taking time to contact us.

Take care.

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