After receiving poor nursing care during an attendance at Royal Infirmary of Edinburgh A&E and subsequent admission (including communication issues, denial of privacy/dignity and being left for hours crying with no nursing input, and only the adjacent patient showing any concern). I wrote a balanced complaint that complimented staff who had made an effort and being clear my focus was hoping that by 'complaining' I would highlight issues and prevent any other patient suffering the same problems.
After a long (more than in complaints leaflet) delay I received a response denying everything and stating the delay meant they couldn't investigate as didn't have records re: salient points. When it went further a statement was produced from a female nurse in A&E when I'd only had contact with a male nurse.
Subsequently, attendance at A&E has been suggested for another reason, and caused such a traumatic stress reaction care was provided elsewhere (thank you Scottish Ambulance Service).
What have I learnt from this? If there is no other option and I have to attend A&E there in the future, I will ensure that any contact with a nurse is witnessed by someone else (the medics I had contact with were sensitive and I think they could teach the nurses who I had contact with a lot). As a patient attending alone I felt vulnerable and as if I had no comeback. This experience has left me feeling that the acute sector of the organisation is more interested in appearances than learning from patient experience.
It is a shame to feel like this as I've met a nurse there before who bent over backwards to provide good sensitive care, but my subsequent experience and the organisation reaction have far overshadowed that.
"Poor care worsened by organisation response"
About: Royal Infirmary of Edinburgh at Little France / Accident & Emergency Royal Infirmary of Edinburgh at Little France Accident & Emergency EH16 4SA
Posted by patient99 (as ),
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