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A mixed experience of care

Posted By Rosaposa

"A mixed experience of care"

About: Aberdeen Royal Infirmary / Orthopaedics Islay Hospital / Accident & Emergency Royal Alexandra Hospital / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance

(as the patient),

I live in Aberdeenshire and whilst on holiday I took a tumble from my bike. Was first admitted to A&E Bowmore, Islay, where my care could not have been any more professional, caring & efficient. The same first class service and attitude was shown by the Air Ambulance Crew. To accept 2 out of 3 isn't bad. I disagree.

The Royal Alexandra Hospital, Paisley, A&E department having confirmed a non displaced fractured forearm, sent me on my way, in a worsening state than admitted, having now not eaten or drunk anything for 10 hours. I was in the same gaping hospital gown that 2 hours earlier I was admitted in on a stretcher, clutching a brown envelope with my notes to giving to the fracture clinic at Aberdeen Royal Infirmary. Although instructed not to move my injured arm, I had to hold it with my good arm along with a bag that ironically contained a change of clothes, that I could not put on without assistance. I had to ask twice for pain relief. The nurse that handed me a packet of 30 tablets, but no way to take one, until I begged for a mouthful of water. I apologised to different nurses. I was on my own miles from home. No nurse when passing me would give me eye contact. Only by forcing myself to walk to reception did a non-medical member ( I do not own a smart phone ) find me a hotel & phone a taxi for me at 2am on a Sunday. Ironically, I was stopped by a policeman that questioned my discharge.

I question the duty of care I received.

36hrs later it took a nurse practitioner at Aberdeen Royal Infirmary in the fracture clinic less than 5 minutes to remove the hospital gown, place my arm in a collar, dress me in the shirt from the bag I took off Islay & tie my fleece around my shoulders.

Through this experience, I had been shown good & awful NHS personnel. The amazing kindness of strangers, a special thanks to May, of the Pheonix Premier Inn, Paisley.

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Responses

Response from Marie Farrell, Sector Director - Clyde, NHS Greater Glasgow and Clyde 6 years ago
Marie Farrell
Sector Director - Clyde,
NHS Greater Glasgow and Clyde

Submitted on 13/06/2017 at 14:59
Published on Care Opinion at 16:39

picture of Marie Farrell

Dear Rosaposa

I am really disappointed to read of your experience at the RAH ED department, this is certainly not the standard of care that we strive to deliver. This must have been a very distressing and worrying time for you, made all the more difficult by your experience in the department.

It would be helpful if you could contact me at Marie.Farrell@ggc.scot.nhs.uk and provide your details to allow me to fully respond to the issues you have highlighted.

Your comments beautifully outline what good care is and should be which sadly was not your experience in the RAH.I will ensure that your comments are shared with the department to allow them to reflect on your words.

I hope that now you are home that you are recovering well.

Regards

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Response from Martin Esposito, Consultant Paramedic - Major Trauma, Clinical Directorate, Scottish Ambulance Service 6 years ago
Martin Esposito
Consultant Paramedic - Major Trauma, Clinical Directorate,
Scottish Ambulance Service

Submitted on 14/06/2017 at 09:14
Published on Care Opinion at 10:05

picture of Martin Esposito

Dear Rosaposa

Thank you for sharing your experience on Care Opinion.

I was sorry to read about your fall whilst on holiday but pleased to read about the care you received from our staff on the air ambulance. I will pass this post onto our air ambulance division.

I do hope that you are recovering well.

Take care

Martin.



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Response from Caroline Champion, Planning & Public Involvement Manager, NHS Highland (Argyll & Bute CHP), NHS Highland 6 years ago
Caroline Champion
Planning & Public Involvement Manager, NHS Highland (Argyll & Bute CHP),
NHS Highland

Submitted on 18/06/2017 at 15:59
Published on Care Opinion on 19/06/2017 at 11:54

Dear Rosaposa

Thank you for taking the time to make this posting.

I am so sorry to hear that your holiday was cut short as a result of your accident, I do hope that you are recovering well and has not put you off returning to Islay.

It certainly appears that you have had quite a mixed experience of care. It is so important that we listen to people who use our services and learn from their experience so we can continually look to improve how we deliver care.

I am delighted to hear that your experience at the casualty unit at Islay Hospital was very positive. I have asked Donald Watt, Interim Locality Manager to ensure we share this with the staff who I know will be humbled by your comments.

Once again, I am very grateful that you have taken the time to share your experience with us through Care Opinion.

With grateful thanks,

Caroline Champion

Public Involvement Manager

Argyll and Bute Health & Social Care Partnership

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Response from Kate Danskin, Chief Nurse, Surgical Division, NHS Grampian 6 years ago
Kate Danskin
Chief Nurse, Surgical Division,
NHS Grampian

Submitted on 20/06/2017 at 19:15
Published on Care Opinion on 21/06/2017 at 09:28

Hello Rosaposa,

Just want to add to my colleagues comments above, on behalf of Aberdeen Royal Infirmary.

What an experience to have when you were trying to enjoy a holiday! Thank you so much for posting.

So glad you were able to be quickly helped into your own clothes in the fracture clinic at Aberdeen Royal. I will share your post with the fracture clinic team.

I hope you are recovering well and thank you again.

Kate

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