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"Annoyed that a very young baby is treated like this"

About: South West Acute Hospital / Children's ward South West Acute Hospital / Emergency Care and Medicine Services

(as a service user),

Toward the end of April 2022, my baby was seen by my GP.

They admitted my baby by ambulance to the SWAH as my baby had problems breathing, her oxygen levels were low. My baby was diagnosed with croup but wanted her to attend the hospital as her oxygen levels were low.

We entered the SWAH in the early evening.  Half an hour later I was seen by a nurse in triage, who said to wait in the waiting area.

The waiting area was busy. Myself and baby were surrounded by patients with all ailments. There is no area with any privacy provided for babies. 

Four hours later I was called by another nurse to get my baby observation carried out. I had asked how long will I have to wait. The nurse said my baby was the 2nd in the list to be called. That's if no emergency came in.

I had no baby milk with me. Only the receptionist I had asked provided me with 2 small ready made bottles. At this point my baby is pale and has a shallow breathing.

My sister had to come up to hospital with items that I needed nappies more milk for baby. I wasn't aware at this point if my baby was going to be kept overnight.  My baby had to rest sitting in the car seat or nursed by myself. Eventually just after midnight I was called.

My baby was checked over. I am aware that the doctors and nurses are busy. An hour later I was admitted into the children's ward. The staff there were brilliant. My baby was kept in overnight and received steriods.

I couldn't believe the bad service that is offered at the SWAH in the Emergency department. The staff are so overwhelmed with patients.  I was first seen by my own general practitioner in the afternoon, admitted to the SWAH an hour and a half later and my baby with severe croup got seen by a doctor in the SWAH 7 hours later and then admitted to children ward. That is nearly 12 hours later.

To say I am annoyed that a very young baby is treated like this.

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Responses

Response from John Kerr, Emergency Nurse Practitioner SWAH ED, Acute Services Emergency Care, WHSCT 3 years ago
We have made a change
John Kerr
Emergency Nurse Practitioner SWAH ED, Acute Services Emergency Care,
WHSCT

assess and treat

Submitted on 30/04/2022 at 11:57
Published on Care Opinion at 12:45


Dear Twijs98

Thank you for contacting Care Opinion, and I am sorry to read about your concerns about the level of treatment yourself and you baby received in our department.

Having read the time frame of your journey through the Emergency Department, there should have been no excuses for not having your baby assessed and transferred to the paediatric department sooner, and for that I would like to offer my sincere apologies.

We do have a paediatric flow guidance pathway chart in place, agreed by the the Consultants and ward managers. All staff have been made aware of this, but on this occasion you have been failed by us, and once again I am sorry.

I have taken it upon myself to remind everybody of the pathway, and to remind the triage nurses to be very mindful in their initial assessment.

Your unfortunate experience, has highlighted the need for us to adhere to these pathways, to improve flow and patient experiences, especially when we as a department are extremely busy.

Finally, I hope that your baby made a full recovery and that you are both keeping well. On a positive note, I am glad you both had a very good experience in the children's ward.

kind regards

John Kerr

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Response from Amy McKenna, Deputy Sister, Children's Ward South West Acute Hospital, Western Health and Social Care Trust 3 years ago
Amy McKenna
Deputy Sister, Children's Ward South West Acute Hospital,
Western Health and Social Care Trust
Submitted on 30/04/2022 at 16:39
Published on Care Opinion at 22:01


Hi Twijs98,

Firstly apologies to hear about the lengthy delay in getting your baby transferred to children's ward. As John has stated we have a paediatric flow guidance pathway in place to aid the transfer of children from A+E to the ward in a timely manner. Unfortunately this was not followed in this instance.

I am glad to hear you had a positive experience in children's ward and hope your baby has recovered well.

Kind regards Amy McKenna

Acting Deputy Sister, Children's Ward

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