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Care Opinion

Lacking in communication

Posted By Relative 21

"Lacking in communication"

About: Royal Alexandra Hospital / Accident & Emergency Royal Alexandra Hospital / Critical Care

(as a service user),

My husband was sent into A&E mid June 2021 after being seen at home by his GP that day.  The GP thought that fluid had accumulated at the base of his right lung again and that he would benefit from removal of the fluid.  When he left home by ambulance, he was bright and talkative.  Due to Covid I was not allowed to accompany him to hospital.  

He arrived at A&E about 4pm; I contacted the hospital at 6pm to be told he was in SATA, the doctor was with him and he would call me back as he wanted to speak to me.  I never received a phone call so I contacted SATA again at 7pm when the charge nurse spoke to me.  He told me that my husband was going to high dependency, his CO2 levels were very high, he was on oxygen and was unconscious.  I was shocked to hear of the deterioration in my husband’s condition.  

I was eventually asked if I would like to come to the hospital which I immediately did and found my husband seriously ill.  I am concerned that if I had not contacted SATA myself no one would have contacted me to advise of this deterioration.  My husband passed away 2 hours after I arrived.

8 days after my husband died I had a telephone call from my GP surgery asking me how he was as they were aware he had been admitted to hospital on that date in June.  The practice had not been notified of his death.

I am concerned that communication has been lacking in both instances.  I understand there are procedures in place to inform a patient’s GP of events during admission, so why did this not happen on this occasion?

I am bringing this to your attention as I would not like this to happen to anyone in a similar situation.

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Responses

Response from Con Gillespie, Associate Chief Nurse, Clyde Sector, NHSGGC 2 years ago
Con Gillespie
Associate Chief Nurse, Clyde Sector,
NHSGGC

Submitted on 22/07/2021 at 16:19
Published on Care Opinion at 16:19

Dear Relative21.

I was greatly saddened to hear of the tragic death of your husband, please accept my deepest condolences.

I am very sorry to learn of the communication difficulties you had on the day of his admission and that you did not receive a phone call back as you were advised.

All staff recognise the vital importance of communication particularly at such difficult times. Your post will be shared with staff to help them appreciate the distress this causes loved ones.

If you wish to discuss further, please contact Paul Hendry, Clinical Service Manger on 0141 314 6899.

Yours sincerely

Con

Con Gillespie

Interim Chief Nurse

Clyde Sector

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 2 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 22/07/2021 at 16:56
Published on Care Opinion at 16:56

picture of Nicole McInally

Dear Relative 21

My colleague Joanne has asked me to share the following response on her behalf.

Please accept my condolences’ on the loss of your husband. I am very sorry that our breakdown in communication has added to your distress at this already difficult time.

I have spoken to the medical team in HDU and their normal process for notifying a GP of a patient’s death is to complete an IDL (immediate discharge letter) that would electronically notify the GP of a patient’s death. A FDL (Final Discharge Letter) would also be completed within 28 days. We are unsure why this process did not occur on this occasion. Please be assured that I will highlight this breakdown in communication to all the team and the additional distress that has caused you. I will also ensure that the team our aware of their responsibilities in relation to communicating with our patient’s GP.

Kind Regards

Joanne Maxwell

Senior Charge Nurse - HDU

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