"A/E admission"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as a relative),

I took my father to A/E and the new Queen Elizabeth hospital as he had not passed urine in nearly 16 hours and was quite distressed. He was seen quite quickly by the nurse, however we were in a room with two doors and were constantly interrupted by other staff members who were not discussing my father nor anything relevant to him. He was subsequently put in a bed in one of the bays where he was left for over two hours without anyone coming to see him. He was very uncomfortable. Eventually I had to go and ask someone when he would be seen and explained again that he had not passed urine for nearly 18 hours. A doctor soon appeared, examined his stomach and inserted a catheter. I clarified with the doctor twice that he would be referred for follow up to the out-patient clinic however this was never done and we waited five weeks before it came to light that the referral was never done. Most unsatisfactory outcome and I am unhappy that a frail elderly man in his 80's was left over two hours having not passed urine for such a long length of time.

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Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear alibongo89,

I am really sorry that this was your father's experience at our A&E department - I can only imagine the discomfort he would have been feeling and although seen by a nurse very quickly, I can fully appreciate the frustration at having the further wait for any treatment. Further to this, it is so often not necessarily the wait itself which is the most frustrating part, but feeling that you both had no communication or proactive information about what was happening. Feeling like you are continually chasing for action or information adds to the stress that you both will already have been feeling, and this is definitely an area where we need to improve.

I have sent your comments on to the management team for A&E at the Queen Elizabeth University Hospital to see what steps we can take to do better in this regard. The other part of your feedback however relates to the follow up appointment for your father. I hope that this has been sorted for him by now, but if not, I would appreciate you getting in touch with me with some further details so that I can look into this in more detail for you both. My email address is lorna.gray@ggc.scot.nhs.uk. Whether you choose to get in touch with me or not, I can assure you that the issue of this referral will be highlighted with the relevant teams as part of our commitment to listening to the experiences of all our patients and their carers and ensuring that they are used to make our services better.

I hope that your father is doing much better now, and thank you for getting in touch.

Best Wishes,


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