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Care Opinion

Sad to have received the care I did

Posted By Treatment

"Sad to have received the care I did"

About: Forth Valley Royal Hospital / Accident & emergency

(as a service user),

I attended the emergency department this evening following the advice from my GP.   I was initially welcomed by the nurse exploring why I was there and then asked I clerk myself in which I did and the receptionist was very warm and helpful and asked me to take a seat.  

The triage nurse called me in and it went drastically down hill from there! .   The nurse asked me why I was in ED this evening I attempted to answer the question but failed to do so as the nurse spoke over me every time and said there’s nothing we can do for you here this evening you have a long term condition! I advised her I knew that as did my GP who sent   me to ED following a discussion with a Dr at NHSFV.

The nurse then stated that’s I should tell the Dr exactly what I told them and take a seat outside and wait on the Dr implying it could be a while despite there being only 2 other people in ED.   I am very upset and sad to be writing this as I worked in NHS FV for 21 yrs and was always proud to work for NHSFV and the values and culture we all encouraged and upheld until this evening my experience was awful the nurse appeared in a rush, disinterested and dismissive of my pain which made me feel I was an inconvenience, there was no compassion, warmth, person centred care whatsoever despite being in significant pain! . I am a nurse myself and I have always been proud of my profession   however this evening I am sitting at home very upset and sad to have received the care I did.  

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Responses

Response from Pauline Donnelly, Person Centred Manager, Department of Nursing, NHS Forth Valley 3 years ago
Pauline Donnelly
Person Centred Manager, Department of Nursing,
NHS Forth Valley

Submitted on 22/01/2021 at 09:03
Published on Care Opinion at 09:03

picture of Pauline Donnelly

Dear Treatment,

Thank you for taking the time to get in touch to tell us about your recent experience. I was sorry to hear that your experience wasn’t a more positive one and that you felt the nurse looking after you through the triage process with dismissive and disinterested making your feel that you were an inconvenience, this is not how we want our patients to feel and is not a true reflection of our staff within our Emergency Department. I would like to apologise that this was your experience and reassure you that I have shared your feedback with the wider team, who were upset to hear of your experience.

Due to the current restrictions COVID we have had to introduce a number of changes to how we do things in the Emergency Department. To help us reduce the footfall coming through the department and reduce the number of people in our waiting area, it is important that we direct our patients to the most appropriate service, to do this we must keep our triage timely and brief. I will discuss with the staff that while it is important that we are timely, it is also vital that we treat our patients with compassion and warmth and deliver a truly person centred service.

I do hope since your visit to the Emergency Department you are on the mend and starting to feel better, and hope that you are keeping safe during these difficult times.

Kindest regards

Kirsty Meikle

SCN Emergency Department

Forth Valley Royal Hospital

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