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Care Opinion

Education in this area is needed in ambulatory care

Posted By Sophie23

"Education in this area is needed in ambulatory care"

About: University Hospital Wishaw

(as a relative),

Before I start may first say I appreciate how hard the nurses in ambulatory care work.

After seeing her GP my Mum was sent down to ambulatory car. She had a nasty chest infection and a delirium. My mum does have a history of cognitive impairment and does attend the memory clinic.

On that particular day she was much more disorientated than usual. I did ask 3 different members of staff if I could stay with her given her condition, I was asked if my mum had a diagnosis of dementia; again and again I explained she did not but was more disorientated.

However I was told I could not stay with her but could wait in waiting room, they would come for me when doctor was to speak with my mum. This did not happen, My mum was sent to x-ray unaccompanied and after her x-ray the technician told her that was her finished she went looking for the daughter she thought had abandoned her.

It had been 2 hours since she saw me but it had felt much longer to her. Staff then had to go looking for her when the porter came to get her from x-ray but found she was missing. I admit I was abrupt with the nurse returning with Mum who was returning her to the unit stating I did warn you all. and will it be ok for me to sit with her now.

I am nurse myself and I know what a challenging job it can be. In my area we actively encourage John's campaign to be used by relatives. I feel more education in this area is needed in ambulatory care.

That particular day was extremely busy and there were some seriously ill patients in amb. care. The last thing they needed was depleting staff by having to go find my mum. This incident could have been avoided by letting me stay with her and it would have saved her the worry and upset that I had abandoned her.

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Responses

Response from Andy Pender, Senior Nurse, Emergency Medicine, University Hospital Wishaw, NHS Lanarkshire 7 years ago
We are preparing to make a change
Andy Pender
Senior Nurse, Emergency Medicine, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 19/12/2016 at 12:33
Published on Care Opinion at 17:01

picture of Andy Pender

Dear Sophie 23,

Many thanks for taking the time to post your feedback on patient opinion. I was disappointed to hear that your experience was not positive and did not support your Mum in the way that I would have expected.

The hospital is proud to support patients with cognition problems and we have signed up to Johns Campaign through out the organisation. I am concerned that this was not afforded to you or your mum given she was disorientated.

I will raise this with the Senior Charge Nurse and will ensure there will be learning from your posting and indeed education as you so rightly have identified.

I will provide you with further feedback and our plan when I have raised this with the Senior Charge Nurse.

I hope that your Mum is feeling better and is making progress.

Once again many thanks for taking the time to feedback your experience.

Best wishes

Andy

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Response from Gillian McAuley, Chief of Nursing Services, University Hospital Wishaw, NHS Lanarkshire 7 years ago
Gillian McAuley
Chief of Nursing Services, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 19/12/2016 at 16:52
Published on Care Opinion at 17:01

picture of Gillian McAuley

Dear Sophie23,

I would also like to thank you for sharing your experience, as Andy has said this is very disappointing and we are sorry this was the care you and your mum received. I am personally committed to supporting John's Campaign and will address this deficit as a matter of urgency.

We will provide you with feedback as suggested, however I would like the opportunity to discuss this further with you, should you feel able to contact me on, 01698 366002.

I hope your mum is making a good recovery.

Wishing you a peaceful Christmas and New Year.

Kind Regards,

Gillian

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Response from Andy Pender, Senior Nurse, Emergency Medicine, University Hospital Wishaw, NHS Lanarkshire 7 years ago
We have made a change
Andy Pender
Senior Nurse, Emergency Medicine, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 23/12/2016 at 16:05
Published on Care Opinion at 16:19

picture of Andy Pender

Dear Sophie 23,

I wanted to update you on the progress on how we may learn from you and your Mums experience.

I have met with the Senior Charge Nurse and we have agreed a plan to ensure engaging with all of the multi disciplinary team to ensure we provide person centred care to patients that present with a cognition problem.

We are committed to engaging with all loved ones during the admission process and we recognise this may be a stressful time and more so if patients present with a cognition problem as well as being physically unwell.

Thank you for taking the time to share your experience. I hope that you are reassured that this has been addressed and there will be an action plan to support this.

Best wishes

Andy

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