"Feeling like a number, not a patient"

About: Dumfries & Galloway Royal Infirmary / General Medicine

(as a carer),

Admitted via ambulance, ward 7, any allergic reactions to meds, yes penicillin, so flucloxocillin written up and attached to iv but not administered, taken to another ward, prone to bed sores but yet another one developed and staff didn't notice. Doctors seem to listen but do they?

Has taken at times between 3 and 4 hours to get a dressing changed after an auxiliary tells the nurse the dressing was soaked through. Now I feel I'm just a nuisance when I bring things to their attention.

Dressings were also changed without gloves, food charts seem to have anything written into them, patient fell out of bed but on being notified of this, the words used were "its nothing to worry about" - but he gashed his head on a drip stand.

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Response from Hilary Butterworth, IPIQ Officer, Patient Services, NHS Dumfries and Galloway

Dear Vexed

I was disappointed to hear of your comments relating to your experiences as a carer when visiting a patient during their admission to the DGRI.

NHS Dumfries and Galloway take all concerns and complaints seriously and I would like to pass the information on to the relevant medical and nursing teams. Your concerns are multi-faceted and I am unable to clarify which issues relate to a specific clinical area involved. Was it Ward 7 or the Medical Assessment Unit based at the end of Ward 7? Which ward was your relative/friend transferred to?

Fortunately there are a number of safety steps Registered Nurses and doctors goes through to administer intravenous drugs. These safety procedures appear to have been successful in this instance as the IV Fluclox was not administered.

I would also like to reassure you any patient who sustains a fall is clinically assessed and the circumstances reported on a Datex computer system. If this patient sustained a 'gash' as you describe, an immediate assessment would have been done, the patient fully examined by a doctor and appropriate treatment undertaken. It is unclear from your comment whether the patient who had the fall was your relative/friend or another patient, and whether or not you were present at the event. From my own experience when a patient falls it can cause alarm and additional upset for other patients who witness it or relatives/carers who love them. In order to alleviate the situation the staff remain calm and will offer reassurance in order to prevent further or unnecessary upset and panic.

We fully understand what a stressful time it is when a vulnerable relative develops an infection and is taken out of the environment they recognise and are comfortable with and admitted to a busy, often noisy acute medical area.

If you are willing to discuss the situation in more depth to enable NHS Dumfries & Galloway to address all your concerns effectively I would be grateful if you would contact me directly or another member of the Patient Services team.

Kind regards


01387 244297


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Update posted by vexed (a carer)

Phoned on 18th December and left a message on an answer machine and as yet the 24th December I still haven't had a return phone call. I don't expect I'll receive a return call this year...

Response from Hilary Butterworth, IPIQ Officer, Patient Services, NHS Dumfries and Galloway

Hold ga

Dear Vexed

I am pleased to learn, following conversations with colleagues, that last week you were able to discuss the situation with the Associate Medical Director. In conjunction with the Patient Experience and relevant nursing teams they have already commenced a review of your concerns and these professionals are the most appropriate to gather confidential information around the situation in order to address your concerns.

I am sorry you have not received a reply. I have been in the office this week, but have not received an answer machine message.

With best wishes


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