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"No neuro review, no xray, not listened to"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency Queen Elizabeth University Hospital Glasgow / Minor Injuries Unit

(as a service user),

My sister was in an rta, she followed the advice and called 111. She was advised by the clinician to attend qeuh for review due to descending numbness, tingling and weakness on her left side including her arm and leg. She already knew she had whiplash but the numbness and weakness got progressively worse over the day.

She attended a and e at qeuh to be sent to the minors hut which was freezing. She sat for 1 hr 40mins waiting to be seen before being taken through for assessment. The nurse palpated the right side of her neck when she stated 3 times it was the left side that was the issue. She was sent on her way being told she had just pulled a muscle. She was in for review for less than 10 minutes. No neuro review, no xray, not listened to, just heres a fact sheet and sent out, not even an offer of painkillers.

As someone who works in a hospital, I am horrified this is how my sister was treated. I appreciated clinician fatigue in our current climate but we still have to listen to our patients complaint instead of dismissing them outright before even performing a simple examination. We are now left with the option of waiting till morning to call gp for assessment/referral but my sister does not have any confidence in the staff at qeuh if she is sent back there. 

Of note her friend, who was a passenger in the car, attended a and e in the morning and had a full assessment with neurological review included and follow up with physio. Sadly this demonstrates yet again that it was hit or miss for us when we attended the department.

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 7 months ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 07/10/2021 at 17:09
Published on Care Opinion at 17:09


picture of Nicole McInally

Dear Tatsmad

Thank you for getting in touch.

I have shared your post with Linda Caldwell who is the Clinical Service Manager for the Emergency Department. We are very concerned regarding your post. If your Sister is still having issues can you please ask her to contact NHS 24 on 111 or if it’s urgent please re-attend the Emergency Department?

Given the serious nature of the issues you have raised can you please contact our Complaints Team on 0141 201 4500 or email complaints@ggc.scot.nhs.uk to that we can investigate this.

Thank you

Nicole

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