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"Mixed care received"

About: Crosshouse Hospital / Accident & Emergency Crosshouse Hospital / Stroke Care

(as a service user),

My experience in accident and emergency was a disgrace due to having to wait hours in a corridor on a bed becoming available. Asking for the toilet and everyone being too busy to take me. Also a doctor saying I purposefully threw my self on the bed when I had suffered a stroke and had no balance, and could not even sit up straight.

Once arriving at ward 3E the standard of care I received from all staff was superb. I felt totally involved in my treatment was educated in what had happened to me, shown brain scans and was reassured, calmed and supported in what has been a very anxious time. The whole staff team really made an effort with all patients due to the limit on visits due to covid restrictions. Also sister sommerville very hands on and keen for the best recovery for everyone. Each member of the staff team and their different personalities also contributed to a move interesting day as at times it could feel quite a long day.

The one recommendation would be that they improved the choices and food within the hospital as this lead a lot to be desired. I honestly feel I have been well looked after and without the help I've received I don't think I would be recovering so well, I definitely am looking forward to getting home but I think the work they do in this ward is fantastic and more credit should be given too those delivering such good care (pay rises all round) Thanks again for everything. Best wishes.

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Responses

Response from Linda Russell, Business Manager, Management Offices, Crosshouse Hospital, NHS Ayrshire & Arran 2 months ago
Linda Russell
Business Manager, Management Offices, Crosshouse Hospital,
NHS Ayrshire & Arran
Submitted on 20/06/2022 at 11:28
Published on Care Opinion at 11:28


Thank you for taking the time and trouble to share your feedback. I sincerely apologise for your poor experience in our Emergency Department and the upset that this has caused you. Please be assured that this is not the standard of care that we aim for. We would welcome the opportunity to discuss your concerns further and if you feel that would be helpful, please feel free to either email me, linda.russell7@aapct.scot.nhs or call me on 01563 26210.

The staff in Ward 3E will be delighted to hear that you felt so well looked after and supported by the team at such a worrying time in your life. This is a lovely example of a team working together to provide person-centred care and we very much appreciate you highlighting this.

In terms of food choices, the catering team would also welcome the opportunity to discuss this with you further and if that is something you would like to consider, please contact my colleague Robert McLaughlin either by email, robert.mclaughlin@aapct.scot.nhs.uk or by phone 01563 577050.

With all best wishes for your ongoing recovery.

Linda

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Response from Robert McLaughlin, East and North Catering Service Manager, Catering, NHS Ayrshire and Arran 2 months ago
Robert McLaughlin
East and North Catering Service Manager, Catering,
NHS Ayrshire and Arran
Submitted on 20/06/2022 at 13:14
Published on Care Opinion at 14:38


I also apologise for your experience with the food choices and would welcome any direct feedback

Normally and especially in Ward 3E The sister in charge will call me to come up and see any patient as we also try to cater by offering choices out with the menu if nothing is suitable

I wish you well in your recovery

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Response from Christine Somerville, Senior Charge Nurse, Acute Stroke Unit (Wards 3E/F), University Hospital Crosshouse, NHS Ayrshire & Arran 2 months ago
Christine Somerville
Senior Charge Nurse, Acute Stroke Unit (Wards 3E/F), University Hospital Crosshouse,
NHS Ayrshire & Arran
Submitted on 20/06/2022 at 16:58
Published on Care Opinion at 16:58


Dear handsetwc86,

Thank you for taking the time to post your feedback via Care Opinion. Stroke occurs often without warning and I can only therefore imagine what a frightening time this must have been for you. As well as all the investigations and treatments equally important is care and compassions to support you at this difficult time. I am glad you found this during your time in 3E. Often being able to see your brain imaging can help you relate to the symptoms you are experiencing as a result of the area of the stroke in the brain.

I will ensure your feedback is shared with the team and they will be delighted to read this. I hope after such a difficult time you are recovering well at home.

Wishing you well on your road to recovery,

Christine and Staff Ward 3E

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Response from Cheryl Mackenzie, Patient Experience Facilitator, Patient Experience Team, NHA Ayrshire & Arran last month
Cheryl Mackenzie
Patient Experience Facilitator, Patient Experience Team,
NHA Ayrshire & Arran

Gathers feedback on the patient's journey

Submitted on 12/07/2022 at 18:57
Published on Care Opinion on 13/07/2022 at 09:10


Thank you for taking the time to provide feedback on your recent experience.

The patient experience project team are currently circulating an inpatient experience survey and we would be interested in hearing about your experience in more detail.

If you would be interested in speaking with a member of our team or link to this survey, please email us with your contact details to:

patientexperienceteam@aapct.scot.nhs.uk

Kindest regards,

Cheryl

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