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Abysmal service

Posted By whispergk98

"Abysmal service"

About: Aberdeen Royal Infirmary / Critical Care Aberdeen Royal Infirmary / General Internal Medicine

(as a relative),

My father was in ICU ward 201, when I visited on Sunday I was told he should be moved to a ward on Monday and that I would get a phone call to update me.  Having received no phone call yesterday I called ICU to get an update and was told he had been moved during the day shift and he was possibly on ward 105,

I have tried countless times to contact ward 105 and nobody answers the phone, I ended up calling medical records today and got confirmation he is on ward 105 and was given a direct number to call but still nobody answers the phone.  My father has been critically ill and was ventilated until last Friday and yet family members are left in the dark not knowing what is happening or how their loved one is.  I think it is an absolutely disgusting way to treat patients and family.

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Responses

Response from Lisa Forbes, Service Manager, Surgery 3, NHS Grampian 3 years ago
Lisa Forbes
Service Manager, Surgery 3,
NHS Grampian

Submitted on 31/03/2022 at 10:45
Published on Care Opinion at 10:57

Dear whispergk98

I am so sorry to hear that you were not contacted regarding your Fathers move and have now been unable to contact Ward 105. I offer you my sincere apologies for the distress that this has caused at what must already be a difficult time.

I have spoken with the Senior Charge Nurse on Ward 105. Can you please contact Rachel on 01224 552096 and she will be able to update you on your Father and ensure you have the correct contact information for the ward. Some of our phones are not routinely manned and if this is the case with the number you have been given, we will update our records department with more appropriate numbers to use. Rachel will be available until 1500hrs today and is expecting your call.

Incase you are unable make a call before 1500hrs, the direct line for the nurse in charge is 01224 559074. As this phone is carried by the nursing team, they may not be able to answer immediately if they are working with a patient, but will do so as soon as possible.

It would be normal practice for a clinical team to inform the Next of Kin or nominated person of any ward moves, providing the patient wished us to do so. Once you have spoken with Rachel and we have the specific details of your Father, we will be able to investigate why you were not contacted. In the interim, I again offer my sincere apologies for the distress caused to you.

I hope that these actions will help resolve this for you quickly and that you have no further cause for concern however, if I can be of any more help, please do not hesitate to contact me on lisa.forbes2@nhs.scot

Kind Regards

Lisa

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