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"Variable care experience"

About: Glasgow Royal Infirmary / Accident & Emergency Glasgow Royal Infirmary / General Medicine

(as a service user),

I was in the GRI for emergency treatment and I had a short stay afterwards. I felt overall that the staff were brilliant. However, the level of care was sometimes very variable. On occasions the nursing staff were very slow to answer calls and I overheard members of the team gossiping. It was often worse during the evening when staff were talking at an elevated volume and were talking about patients. On one night shift the staff were watching tiktok videos and you could hear these throughout the ward. One of the most shocking occurrences was during the day when one staff member shouted a swear word at their colleagues when visitors were walking around the corridors. A number of staff had never worked in the hospital before, and some of these individuals were not able to give answers about quite basic matters. 

The food was also an issue and did not follow the guide that NHS Scotland stipulate. I have been to other hospitals where the proper options are available. At the GRI, the food was variable and there were only two to three choices per meal. During lunch there were only sandwiches and soup available, no jacket potatoes or anything else. 

The hardest part of being in the GRI was that the team in my ward refused to let me or anyone else leave the ward. You were not able to get any fresh air because supposedly too many people run away. This was the reason stated when I challenged a nurse on this. I don't feel it is correct to hold people without giving a solid reason, as we are supposed to not be prisoners. I really felt this had an impact on my mental health during the day, as I felt trapped. I mentioned this to a consultant, who said there was no clinical reason for me to be refused time outside. The consultant did say though, that ultimately the decision sits with the nurses, which I feel was ridiculous, as there was no sound reasoning to stop me going outside for 30 minutes in the evening. My whole argument was that I was there on a voluntary basis and would discharge myself if I really wanted to leave (which I did not want to do, as I wanted to get well again). I know this policy does not apply to other hospitals in Glasgow, so it seems like an arbitrary rule by the GRI. 

If I am unfortunate enough to be taken to hospital again, I would beg the ambulance crew not to take me to the GRI. 

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde last month
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 01/07/2022 at 08:29
Published on Care Opinion at 08:29


picture of Nicole McInally

Posted on behalf of John Carson, Chief Nurse

Dear listentt56

Thank you for your post on Care Opinion website and I am pleased that overall you found the staff brilliant. However, I am sorry to read about the rest of your experience within Glasgow Royal Infirmary. As you have raised a number of concerns regarding your hospital stay could you please contact our complaints department at complaints@ggc.scot.nhs.uk or by phone on 0141 2014500 to provide more details and so that we can provide you with a more detailed response?

Thank you

Nicole

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