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"Medical Assessment Unit RAH"

About: Maternity care (Ward 31) / Early Pregnancy Assessment Service Queen Elizabeth University Hospital Glasgow / Nuclear medicine (diagnostics) Royal Alexandra Hospital / Clinical haematology Royal Alexandra Hospital / Outpatients Royal Alexandra Hospital / Radiology

(as a service user),

I arrived at MAU in the afternoon, after being referred by GP for possible clots in my lungs. Turns out MAU had moved location and was in a completely different part of the building from where signs direct you. Due to my condition, I didn't arrive at the new MAU (which was situated in a day surgery unit) until about half an hour later. I wasn't seen until over 5 hours later and wasn't offered any food or drink until then. I think that's a long time for a pregnant woman to be left and not offered food or drink. 

Upon admission, I explained that I was vegan. The HCSW that night gave me soya milk in my tea but for the rest of my stay I was told there were no milk alternatives for me. The toast in the morning was already pre-buttered. No milk for cereal. I was never offered a vegan lunch or dinner (I was in MAU for over 48 hours). I couldn't get a shower the full time I was there as there were no shower facilities. I had to chase up my own chest x-ray to be reported so that a VQ scan could be organised before the weekend, because a doctor refused to phone radiology and chase it up for me, even though this was the only thing holding me back from being discharged with the suitable treatment. I was moved beds in the early morning on my second night. On the third day, I went to QEUH for a VQ scan and when I arrived back the same day, MAU had been moved back to it's original location, but I was to stay at the old, empty location. I had missed lunch and wasn't offered any. I wasn't discharged until after 4 hours later. No food or drink had been offered to me since breakfast.

Nobody recorded hcg levels of my bloods. 

I was diagnosed with clots in my lungs and discharged with injections to take, but no follow up appointments could be made for me as haematology wouldn't take me because I was pregnant. Maternity wouldn't take me as I wasn't pregnant enough, so it was up to me to contact my GP and work out a plan on how someone could take me under their care to ensure my injections were the correct dose (I am now finally under suitable care and have been moved to a higher dose as the dose I was discharged with wasn't working as well as it should. Thank goodness I managed to organise myself outpatient follow ups to check my bloods or I would probably have had to be re-admitted to hospital). I believe the doctor and nurse who finally discharged me did all they could within their power but apart from that my care wasn't great. I was undermined and ignored and I felt like MAU was a lonely (and hungry) place to be. Someone could have at least organised a hot meal for me and to be able to use a shower somewhere. Thank you to the nurse who escorted me to my VQ scan and to the nurse who consoled me when I was crying. Thank you to the radiographer who took my x-ray and took time to speak with me and treat me like a human. Thank you to all porters I met. Thank you to the domestic who cleaned the room I was in. Thank you to the staff at QEUH nuclear medicine for being caring and understanding. I found peace in the chapel in RAH. I wasn't given any information about this but I found it myself and it did bring me some hope when I felt very lonely.

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Responses

Response from Gerry McLaughlin, Lead Nurse, Emergency Care and Medical Services, NHSGGC nearly 2 years ago
Gerry McLaughlin
Lead Nurse, Emergency Care and Medical Services,
NHSGGC
Submitted on 11/05/2022 at 11:44
Published on Care Opinion at 11:44


Dear CMacUnicorn

Firstly, thank you for taking the time to use Care Opinion to share your experience. Your words have highlighted areas where we, as a team should have done better. I'd like to apologise that you did not feel listened to around your maternity care and subsequent follow up. My apology extends to your dietary needs and lack of shower facilities having not been met. Our Catering team within the RAH do indeed have Vegan options and I am deeply sorry that these were not shared with you. Upon reading this - I have followed up with a communication across my areas of responsibility to ensure a full awareness as to what is readily available for any patient presenting with specific dietary requirements. With regards the lack of shower facilities - by no means as an excuse but more as an explanation - the Unit was initially proposed for patients that we could safely assess and review, with an admission or discharge arranged in as short a time frame as possible. Unfortunately due to excessive activity across our hospital, some patients (including yourself) required to wait in the Medical Assessment Unit/SATA much longer than we wanted. Reassuringly - the RAH Medical Assessment Unit has since been relocated to an area with full shower facilities. I am sorry again as this was too late for your time with us.

Thank you so much for your kind words around the staff you identified during your time with us. I will ensure to share this with them all. Thank you also for allowing me to offer some explanation as well as an apology for your negative experience. I am working closely with the Acting Senior Charge Nurse of the Unit and indeed the whole team to learn from your experience and prevent this happening to anyone else.

I would be more than happy, to be contacted should you wish to go through your experience in more detail. I can be contacted directly on gerry.mclaughlin@ggc.scot.nhs.uk or mobile 07815705687.

Best wishes

Gerry

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Response from Amy O'Sullivan, Clinical Services Manager, Institute of Neurological Sciences, Neurology, Queen Elizabeth National Spinal Injuries, Neurophysiology, CTCBI, Neuro & OMFS Outpatients, Neuro Rehabilitation & WestMARC, NHS Greater Glasgow and Clyde nearly 2 years ago
Amy O'Sullivan
Clinical Services Manager, Institute of Neurological Sciences, Neurology, Queen Elizabeth National Spinal Injuries, Neurophysiology, CTCBI, Neuro & OMFS Outpatients, Neuro Rehabilitation & WestMARC,
NHS Greater Glasgow and Clyde
Submitted on 11/05/2022 at 14:32
Published on Care Opinion at 14:47


Dear CMacUnicorn

Thank for you kind review of the Radiography staff you saw during your stay. As a department we see patients for only a short part of their stay and I am glad your visit to us was positive. I will pass on your words to the Radiographers.

Thanks

Amy

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