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Care Opinion

My fathers admission to QEUH Glasgow

Posted By P C C

"My fathers admission to QEUH Glasgow"

About: General practices in Greater Glasgow & Clyde Queen Elizabeth University Hospital Glasgow / Accident & Emergency Queen Elizabeth University Hospital Glasgow / Cardiology (Heart Conditions) Wards 6c & 6d Scottish Ambulance Service / Emergency Ambulance

(as a relative),

I am writing this on behalf of my father who is not IT savvy and does not own a computer.

My father first presented as being SOB and I made him a GP appointment, he was seen by a GP on the day of phone call (Thurs) and then the following day, and followed up the following Monday and referred for a ECG which he got on the Thurs of that week.

Unfortunately my dad collapsed at home the next Monday which was very scary and I had to contact 999 Emergence services.  There is much criticism in the press right now of the Scottish Ambulance Services but I have nothing but praise for them.

Within 11 minutes of making a call Paramedics arrived at the house and a lovely lady whose name I do not know was at the end of a phone asking me questions relating to my fathers health and keeping me calm.

I cannot thank the 2 Paramedics enough for their care, kindness, thoroughness, professionalism and dedication to their job as they had tecnically finished their shift.  They treated my dad with dignity and respect and were very thorough in their assessment of his condition completing ECGs and monitoring BP and Sat levels

Their names are Mark and Charlie and they were wonderful. 

He was taken to QEUH as an emergency and was seen by Dr Stewart McKay at A+E who kept me updated.  It took several hours before he was allocated a bed in ARU2 and I waited until he was seen by a Dr before returning home at 5.30am.

He spent 1 day in ARU2 before being transferred to a Cardiology bed where he went ongoing investigations.  I would like to thank his named nurse Nicole and Dr Armour for their updates.

I have only a few criticisms of his patient journey:

From my fathers perspective -

The Food and also the presentation of it.

A blocked toilet in his room for 2 days and Estates repairing it after midnight which we both feel is not an appropriate time

From a daughters perspective

Having difficulty contacting the ward (Sat only, not an issue at other times) and phone unanswered many times which is annoying and frustrating

The length of time waiting for meds and DC letter on the day of DC.

My father was unwell post discharge and once again I would like to thank the Drs of Our local medical practice and Dr McIver in particular for her care and attention

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Responses

Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 2 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 28/09/2021 at 10:01
Published on Care Opinion at 10:01

picture of Alan Martin

Dear P C C

Thank you very much for taking the time to share yours and your fathers feedback on CareOpinon. I am so sorry to hear about what happened to your dad, I cannot begin to imagine how frightening this was for both him and you. I hope that he is feeling better now and on the road to recovery.

I am really touched with the feedback you have given, particularly in respect to our Service. You are absolutely right in what you say around the criticism we are experiencing and the significant and sustained pressures we are facing. This is a very difficult period for us all in the NHS but our crews are still as dedicated as ever to attending and caring for our sickest patients as quickly as we possible can and this is a great example of this. I am so pleased to read that the call handler, as well as Mark and Charlie, made such a positive impression and looked after your dad exactly the way you would have liked.

If you want, I can pass on these lovely comments to the call handler and the crew along with their managers. If you would like for this to happen, I would need you to email me at alan.martin2@nhs.scot and all I would need is your fathers name, along with the date approximate time and location that we attended. That way I can locate the incident and locate the staff.

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

Kind Regards

Alan

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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 01/10/2021 at 13:11
Published on Care Opinion at 13:11

picture of Nicole McInally

Dear P C C

Thank you for getting in touch via Care Opinion. I am very sorry to read that your Dad collapsed at home and had to be rushed to hospital. I can appreciate how distressing this was for both of you.

Thank you for your comments about Dr McKay; Dr Armour and Nicole.

Regarding the issues you have raised, I have shared this with the Estates Team and the Cardiology Team and would like to pass on their apologies.

My colleague, Janis Young, from Facilities has asked me to share this response with you regarding the food and the presentation of it.

'I am sorry that your father did not have a good experience in relation to the food whilst in our care. We have a large range of menus to choose from which cover a variety of different dietary requirements, and our supervisors are highly trained on what is available and are happy to speak to any patients who are admitted, who are struggling with food options. I would be interested to find out more from you and your dad about what the issues were so that we can use your feedback to improve our service. We aim to provide nourishing food so that the patient is helped on their journey to wellness and again, I would like to apologise if this was not the experience your dad received. You can contact me on: 0141 0141 354 9658.'

I am sure your Dad was keen to get home and we apologise for the delays with his discharge and his discharge medication. It may be useful to explain a bit about the discharge process. A doctor needs to complete an immediate discharge letter which includes information about your Dad’s hospital stay and any medication he may need when he goes home. Pharmacy cannot dispense any medications until the discharge letter has been completed. Once this has been completed a clinical pharmacist then reviews the medication. There can be a delay at this stage if there are any issued that need resolved, or if they need to check with the Doctor. The Pharmacy can then dispense the medication. We are aware of the delay regarding discharge and are looking at how we can speed up this process.

Please pass on our apologies to your Dad and I hope he is recovering well.

Kind Regards

Nicole

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