"Patient not given enough information"

About: Western General Hospital (Edinburgh)

(as a parent/guardian),

My son admitted to Western general aru dept in Edinburgh with headaches, had bloods done then left in room with no information given on results for 6 hours when I arrived next day no one seemed to know what was being done or by whom, even forgot to give him his tea. Different docs, nurses, speaking to him each telling him different things. We were confused and had to ask a few times for someone to speak with us. I appreciate staff are busy but when I am standing at the desk waiting while a nurse finishes laughing at something on her mobile phone I think this is pretty poor. We are still a bit confused on what is happening but thanks to a registrar from nuerolgy speaking with us know what they plan to do. Hospital is scary and not knowing what is happening can make it worse! ! !

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian

Dear Willy F

I am so sorry to read about your recent experiences when attending the ARU Dept at the Western General Hospital with your son, this must have been an anxious time for you both.

As you say the staff can be busy but it does not sound as though things did not happen as they should have especially if you were not kept up to date of what was happening with your son and getting conflicting advice.

I would be happy to look into this for you and would be grateful if you can please contact the Patient Experience Team:

Email: feedback@nhslothian.scot.nhs.uk

Post: 2 - 4 Waterloo Place, Edinburgh

Telephone: 0131 536 3370

Kind regards


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