This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?

"Sent home without being checked"

About: Crosshouse Hospital / Accident & Emergency NHS 24 / NHS 24 (111 service)

(as a service user),

I attend A and E with my support staff recently suffering from abdominal pain. I had previously that morning attended my GP where they said I had gastroenteritis, however the pain got worse. I was diagnosed with pancreatitis in December 2016. The pain felt the same as it did then. The pain became worse and was advised to get checked over further if pain became worse. I was seen by triage nurse at Crosshouse Hospital where they asked if I had been referred. I informed them no but was at my GP in the morning, they went to check if a referral had been made, came back and said no and checked my baseline observations, and then informed me that I was going through to see a dr. While I was waiting to be shown through to the main area of A and E the triage nurse shouted me back in and told me to go home as they had phoned my GP and My own GP said there was nothing wrong with me and I shouldn't be there.

Standing in pain they continued to tell me to go home. At this stage I was really anxious due to my mental health, I was in pain and felt upset that no one would see me, all I wanted was to be looked at as I did not feel myself at all.

My support staff asked for the complaints procedure and they couldn't believe they were sending me home when no one had checked me over. My support staff contacted complaints team who were very unhelpful and advised I speak to my own GP again. I was supported home where support staff monitored me and the pain worsened and my support staff contacted NHS 24 for further advice. I had an appointment with the on call doctor for around 2 hours later that evening. I attended appointment with support staff still in pain, they checked me over and informed me my heart rate was fast, my oxygen levels were low and there was a sound in my lung and I needed to go to the hospital. I was then that night admitted to crosshouse hospital ward 4a. I have inflammation of the stomach which was causing the discomfort. I feel that I could of been seen at the time I was there instead of being in pain all that time. I am horrified that this was the way I was treated and hope no one else would be treated this way. These people are there to help and care for the community however I don't think there was a care in the world shown when I was there.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24
Submitted on 05/06/2017 at 12:31
Published on Care Opinion at 13:41


picture of Shona Lawrence

Dear Male A&E

Thank you for sharing your story via Care Opinion. I was sorry to learn that you were diagnosed as having inflammation of the stomach and I do wish you well.

I notice within your story that you have mentioned that your support staff member contacted NHS 24 on your behalf. This is why the Care Opinion team has tagged us to your story. Should you wish to provide any specific feedback about the contact with NHS 24, then I would be pleased to hear from you. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

The majority of your feedback relates to the service provided by NHS Ayrshire & Arran and I note my colleagues within Ayrshire & Arran have been tagged to your story so that they can review and respond to your comments.


Thanks again for taking the time to contact Care Opinion.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24
Submitted on 05/06/2017 at 14:26
Published on Care Opinion at 15:43


picture of Shona Lawrence

Thank you so much for arranging the provision of additional detail to enable NHS 24 to identify the staff members who managed the call to NHS 24. I am pleased to note that the manner in which this was managed has been described as 'excellent'.

Here at NHS 24 patient safety and a positive patient/caller experience are our top priorities.

With the additional detail provided directly to me, I will ensure that the staff are advised of the positive comments provided.

Many thanks and good wishes.

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 06/06/2017 at 13:51
Published on Care Opinion at 15:35


picture of Eunice Goodwin

Dear Male A&E,

I am so sorry you have been so distressed and felt so uncared for. I am also sorry that you were in pain for a long time before you got the care you needed.

I will pass this to the Emergency Department staff for their consideration and reflection. I wonder if you would like to talk this through with one of the team. While it is too late to help you with this episode, we may learn from your experience, enabling us to help others.

I sincerely hope you are well on the mend now and maybe home soon too.

Thank you for taking the time to let us know about your experience,

Best wishes,

Eunice

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k