Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Experience of an Elderly friend

Posted By MoDubh

"Experience of an Elderly friend"

About: University Hospital Hairmyres / Emergency Department

(as a friend),

Recently I took an elderly friend to A&E as she was experiencing pain and several other symptoms following a dislocated shoulder. She had already been in contact with a medical person a few days previously who advised her to go to A&E had things not improved.

When booking in she was asked if she needed someone with her which she did not. When she came out of A&E and related her experience to me I was shocked and angry that a person of her age could be treated in the way she had been. Her care lacked compassion and dignity. The nurse who dealt with her treated her in a totally unprofessional and unsympathetic manner with her relating a personal experience and the tone used. My friend was sent out of hospital upset and angry, was given no extra pain relief but was provided with contradictory advice from that given at the fracture clinic. As I have already said the care she received lacked dignity, compassion and most importantly of all, professionalism and I would hope that this is not the normal treatment that patients receive.

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 24/08/2021 at 14:02
Published on Care Opinion at 14:02

picture of Carol Miller

Dear MoDubh

Thank you for providing valuable feedback regarding your friend's recent experience when attending our Emergency Department.

I am sorry to hear that she left feeling upset and angry and was given contradictory advice from that given at the fracture clinic. As this is not the standard of care which I would expect from staff working in the department, I have shared your comments with the team and would like to apologise to your friend on their behalf.

If your friend would like to contact our patient affairs team on 01355 585325 then I would be happy to discuss in more detail.

Kind Regards

Carol

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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 26/08/2021 at 17:42
Published on Care Opinion at 17:42

picture of Carol Miller

Dear MoDubh

Thank you for contacting us and giving me your friend's details.

Having spoken to her today I have listened to her story in detail and have offered my apologies to her. With her agreement I am using her experience as an example in staff teaching. We find this is a very powerful tool when aiming to improve standards of care for all our patients.

Best wishes

Carol

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by MoDubh (a friend)

Thank you very much Carol for taking the time to speak with my friend this morning. She was very grateful that you listened to what she had to say. We both appreciate and are satisfied with the outcome.

Opinions
Next Response j
Previous Response k