"Concerns about the care of my dad at Crosshouse"

About: Crosshouse Hospital / Care of older people

(as a staff member posting for a carer/relative),

My elderly dad was admitted with a treatable condition - dehydration likely due to repeated UTI'S. He had also had a fall and fortunately nothing was broken.

Day of admission - 5hours in trolley in A&E, no pillow on trolley. I want to know why?

1am my sister advised he has acute kidney injury due to dehydration. He has to have IV fluids. 7hours later IV fluids had still not commenced! I found this very concerning.

He had a period of delirium and required one to one, though they were unable to obtain a staff member for this overnight. Thankfully he came to no harm.

My dad has been in now for almost 3 weeks and his recovery has been slow. He is being transferred from Crosshouse to ACH.

I am disappointed, as a health professional myself, to see basic care being neglected - jug with water placed in front of dad yet no cup, buzzer not within reach, dad in bed with no pyjama bottoms on even though he has some-very undignified.

He was told physios were busy, not enough of them, he has had very little mobilisation and appears very demotivated. Personal issues re continence not been dealt with appropriately.

He tended to always be in bed, yet on day of transfer he was put in chair and was still there at 3pm and he was in pain. I wonder if it was coincidental that he was due to be transferred around 4pm and his bed was all freshly made!

My dad never complains, though he can be grumpy, however he pointed out that some of the staff really do care but others he just didn't wanted near him as they had not been nice to him.

I appreciate the wards are very busy and I also noted that the staffing level board always appear to indicate that on the all day shifts they were working with 1 less nurse and 1 less HCA than planned. Could this be the reason that we have been so disappointed in the care our dad received at times?

There are some excellent staff out there who really do care, but are they too busy to do this, the pressures of working short staffed and the increasing amount of paperwork are only some of the contributing factors.

I can only hope that he will have a more positive experience at ACH and will receive the rehabilitation he requires so that we can get him home.

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear JSL,

Oh dear, this must have been very distressing for you and you have raised a lot of good points e.g. having a pillow while waiting on a trolley is not an unreasonable expectation at all. I think it would be good to be able to address all your concerns and I think the easiest way to do so would be to have a chat with one of our senior managers. If you would like to do this, can you please contact me on 01563 826222 or email me at eunice.goodwin@aapct.scot.nhs.uk so we can look into this further for you.

I am so sorry you were unhappy with your father’s care and I sincerely hope that he is recovering well and his onward care and discharge go smoothly.

Best wishes,


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