"Pain relief"

About: Crosshouse Hospital / General Surgery

(as a relative),

Visited patient at evening visiting. Patient was writhing in pain.

Prescribed pain relief & breakthrough had been administered @ 19: 05 (MST & Sevradol). Concerned relative spoke to nurse at 19: 35 regarding excruciating pain still ongoing. Nurse checked patient notes & informed relative patient not written up for anything else.

Asked nurse "is there no more you can do for her? " Nurse responded she would be right through. At the end of visiting relative continued to wait with still writhing patient. At 20: 15 relative reported to nursing station (nurses were undergoing IT training at this point) relative informed 5 mins.

Relative left ward at 20: 20 with no response or assessment having been undertaken. At 20: 40 nurse visited patient and agreed to see what could be done.

Nurse returned at 21: 00 & informed patient if you can just wait another 5 minutes you are due your pain killers anyway.

Is this really clinical excellence?

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Response from Craig White, Assistant Director, Nurse Directorate, NHS Ayrshire and Arran

picture of Craig White

Dear EenyMeenyDiagnosis

The situation that you have outlined is most definitely of concern and I am extremely sorry to learn of this experience. I would be grateful if you could get in touch with me at craig.white@aapct.scot.nhs.uk or 01292 513607 to advise me of which one of our wards this was, so that the Senior Charge Nurse can speak with you. As I am sure you are aware, confirmation will need to be sought from the person you were visiting that they consent for our staff to speak with you about confidential information. I would want to make sure that our staff ensure that they give the situation you have described their full consideration.

I understand that sometimes people are concerned about providing feedback when they are still receiving care and/or are in pain, feeling distressed and/or vulnerable. NHS Ayrshire and Arran is committed to ensure that we support everyone to provide us with feedback that supports working together to provide safe, effective and person-centred care. It doesn't sound like it happened and I hope you/the person you were visiting will feel able to speak to me in order that we can take steps to ensure that an improved experience is our priority.

I hope that this initial response is helpful in emphasising the seriousness with which this is being treated.


Professor Craig A White

Assistant Director, Healthcare Governance

NHS Ayrshire and Arran

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Update posted by EenyMeenyDiagnosis (a relative)

I am extremely satisfied having spoken with Professor White that he will seek to put things in place such that nobody else has to face such an experience.

I have every confidence in his sincerity & trust that through the feedback I have provided and his ongoing commitment to patient centred care my faith may be fully restored in the care at Crosshouse Hospital

Response from Craig White, Assistant Director, Nurse Directorate, NHS Ayrshire and Arran

picture of Craig White

Thank you for taking the time to outline how you felt after our telephone call earlier today. I very much appreciated the time you took to explain to me the distress experienced and know my colleagues on the wards you were in will prioritise an immediate review to support learning and improvement. We will keep in regular contact to ensure that you are kept fully informed of progress. As outlined today, don't hesitate to get in touch in the meantime if you have any further concerns.

With all best wishes for your recovery

Craig White

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