"My daugter in laws treatment"

About: Aberdeen Royal Infirmary / General Surgery

(as a relative),

My daughter in law who has a six week old baby went to docs two weeks ago with mastitis. She was fobbed off i feel and was told to continue breast feeding. It was only after two further appointments she got to see her own doctor and was immediately sent to ARI for a scan.

Following the scan she was admitted to ARI and put on an anti-biotic drip overnight but the next morning the nurse discovered the drip had not been turned on. After much painful inserting of needles into the breast without any anaesthetic a drain was inserted in the top of the breast. This was monitored for 24 hours and the incompetent doctor concluded that because no puss had collected in the bottle the antibiotics had solved the problem. However when the drain was removed and my daughter in law rolled over she could feel puss running down her back.

She was sent for another scan and was left alone in the corridor for two hours wearing only a smock. The scan identified that an abscess had formed filled with puss and this combined with her raised temperature necessitated an urgent operation. She was taken back to the ward at noon and told that the operation would be carried out that afternoon. At 8pm she was told they were not going to operate that evening and she was given a slice of toast only for a doctor to arrive shortly after to see if she was ready to go for the opp.

She was told that she would be a priority the next morning but nothing happened until 3pm when an anesthetist came to discuss her opp and asked about the metal plate in her foot. My daughter in law does not have a metal plate and when the member if staff realised they had the wrong notes the member of staff disappeared. By 6pm both my daughter in law and her husband were distraught and frustrated that despite repeated requests no doctor had the courage to come and see them. My daughter in law was finally operated on at 8. 30pm. she came round in the recovery room at 10pm and was given some toast at 11pm.

In the previous 35 hours all she had to eat was one slice of toast. She was discharged this afternoon with no advice other than to go and see the practice nurse. Although my daughter in law was very weak from the desperate ordeal of her stay at ARI my son is relieved to get her home where she can get some proper care. Once the trauma of the last week has subsided the couple intend to prepare a thorough report on my daughter in laws stay at ARI and submit a very strongly worded letter of complaint to NHS Grampian

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Response from Linda Oldroyd, Nurse Consultant, Person Centred Care, NHS Grampian

Dear relative

Your daughter in law's story makes very distressing reading. I can imagine she feels very let down by the care she has received especially at what should be a very happy time in her life.

I would like to apologise for the shortcomings in care and via Patient Opinion invite the family to come and talk to us about what the care experience was like. This of course would not be in any way a discouragement from making a formal complaint. Simply that we find it better to have a conversation where we can really get into how our care made a patient and family feel. The emotional side of poor care can often get lost in trying to get to the nitty gritty of why things happened, although this too is important.

If you or your daughter in law wants to get in touch, I can be contacted by email at loldroyd@nhs.net or by telephone on 01224 558449.

On the matter of patient confidentiality we would only be able to do a proper investigation of your concerns with your daughter in law's permission. I hope you inderstand the reasons for this. When we receive a formal complaint from your son and daughter in law or following a meeting if that is what you decide, a full and thorough investigation will be undertaken.

In the meantime, I apologise again and hope that mum and baby are doing well.

Kindest regards

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