About: Forth Valley Royal Hospital / Clinical assessment unit

(as the patient),

I was admitted unexpectedly into CAU at Forth Valley Royal Hospital recently. As you can imagine I was anxious to let family know where I was, and tell them about what was going on. I informed my immediate family which included my Mum, Dad and Sister. I was kept in over night and asked my sister to visit me the next day.

I waited all day for my sisters visit as she was bringing me up some essentials for my stay, and as time went on it became apparent she wasn't coming, which was strange! I managed to contact her through social media, and asked her why she hadn't appeared, I was really confused and disappointed to find out that she had in fact phoned CAU to find out my status and informed the staff that she was coming in, but was told I was discharged so not to bother coming in as I was away! She was angry about this, and so was I. It became too late to visit, and arrange Childcare etc.....so I was left with no clean clothes or basic sanitary items.

It is worrying that Forth Valley staff have such poor communication skills with family, and that us patients are just a number rather than a person, and I was obviously mistaken for another 'number'!

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Response from Arlian Mallis, Person Centred Health and Care Co-ordinator, Department of Nursing, NHS Forth Valley

Thanks for taking the time to tell us about your experience. Im very sorry that the communication with your sister was incorrect and can understand why you feel disapointed and let down. You are right to point out the implications for patients and there families when communication is poor, this is something we strive to improve. I have shared your story with the staff in CAU, to highlight your concern.

If you wish to contact me further please dont hesitate - my email address is arlian.mallis@nhs.net..

I hope you are making a full recovery.

kind regards


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