This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Disappointed with poor communication to relatives

Posted By T444rcy

"Disappointed with poor communication to relatives"

About: Scottish Ambulance Service / Emergency Ambulance University Hospital Hairmyres / Emergency Department

(as a relative),

My dad has been extremely unwell for coming up to 7 weeks , with helicobacter pylori and a chronic cough. He was in so much pain yesterday that the GP  thought he was having a heart attack , he was taken up to Hairmyres by ambulance, they care up to this point was outstanding .

Due to covid no one was allowed in with him, at 3.50pm my Mum was given a number to call in 45mins time. She called and was told the Doctor was with him and they would call her back, this did not happen, she then called back at 6.00pm to be told the Dr was just with him and they would call her back in 2 mins, again no call back. This was now 7.30pm and she called them back, to speak with 1st Nurse who told us it wasn't heart related all results were negative ( which was of course a relief) however couldn't tell us anymore , she then handed the call over to another clinician , who told us he had a chest infection and they would be giving him antibiotics ,  but nothing about the abdominal pain only that he didn't have COVID 3 times  ( yes we knew that).

Mum had to ask was there nothing that could be done to help /investigate what was going on with his tummy pain, then answer was no , he had a scope appointment in the system for mid March so they wouldn't want to intervene with this ?! and then they said to my Mum I know he's in a lot of pain !

But they were waiting on another doctor coming to see him and he would be getting discharged.

There was nothing they could do but wait for his scope and they couldn't give him any pain relief. Once again Mum was told she would get a phone call , that did not happen, Dad was able to make a call using the landline phone and told us to come collect him. Dad hadn't been told anything , nothing about a chest infection just that it wasn't his heart and there was nothing they could do other than wait for his scope , however he was told this wasn't until May not March. 

I am absolutely disgusted at the lack of communication between the hospital and the relative especially during these times of COVID and not being able to be there with their loved one.  I can't believe the errors in the information given and I am utterly at a loss as to why someone is discharged from hospital when they are in extreme pain with nowhere to turn.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Carol Miller, Senior Nurse, Surgical and Critical Care, University Hospital Hairmyres 3 years ago
Carol Miller
Senior Nurse, Surgical and Critical Care,
University Hospital Hairmyres

Submitted on 08/03/2021 at 11:08
Published on Care Opinion at 11:08

picture of Carol Miller

Dear T444rcy

Thank you for providing feedback to us regarding your dad's recent visit to the Emergency Department at University Hospital Hairmyres.

I am sorry to hear that the overall experience was not of a positive nature and that you were concerned regarding the lack of communication.

We strive to deliver a good standard of care for all our patients and to ensure good channels of communication are adhered to especially during these unprecedented times when, as you say, patients cannot be with their loved ones.

With this in mind I would like the opportunity to discuss and further investigate the issues you have raised. If you contact Patient Affairs on 01355 585325 they will be happy to help and take further details.

Kind regards

Carol

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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 08/03/2021 at 11:32
Published on Care Opinion at 11:32

picture of Alan Martin

Dear T444rcy,

Thank you for taking the time to share your feedback here on CareOpinion. I am so sorry to read that your Dad had reason to use our Services and those of the wider NHS Scotland. I hope that he is feeling better and they get to the root cause of his abdominal pain soon.

I am also sorry to hear about your concerns around the communication and I am confident that our colleagues at Hairmyres will reply soon to make contact. I am however pleased to see that the care from our crew was outstanding. Our staff are always really grateful for such kind comments and if you would like, I would be happy to pass on these comments to the crew and their manager. For this to happen I would just require the date/rough time and address that our crew attended you dad and of course his name. This will allow us to locate the job and identify the crew. If you would like for this to happen you can email sas.feedback@nhs.scot. If you would also be s kind as to make reference to your CareOpinion username so that if someone else picks it up they can easily link it to this feedback.

Thanks again and please pass on my well wishes to your father.

Kind Regards

Alan

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k