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Care Opinion

BEATSON GLASGOW

Posted By Angie150

"BEATSON GLASGOW"

About: Beatson West of Scotland Cancer Centre

(as the patient),

I have been horrified by the service or care I have not received at the Beatson Glasgow.

At my first visit, bloods were taken but apparently only routine bloods were taken. The BRACS1 and BRACS2 bloods that were important and ordered by the consultant were not done. They were not ordered by the Dr. They did not seem to follow the conversation I was having in front of them with the consultant. Ten weeks later and after having asked where the results were that myself and my family were waiting on, it was admitted they had not been done. So now we are still waiting for results I should already have.

The Dr at the clinic gave me all the wrong information regarding the chemotherapy I was being prescribed. As a nurse and having researched this intensely, I was amazed at what was coming out their mouth. I stopped them and informed them they were wrong and I wanted to see the consultant. I did see them. The Dr was wrong!

I turned up early for my appointment time at Day Care for my treatment. I waited 40 minutes before checking with the clerk that someone knew I was there. They assured me they did. 40 minutes after my appointment time I was taken through. I asked what time scale we were talking now that we were running 45mins late only to be asked "Do you have somewhere important to be?" Did I laugh! Of course I have somewhere important to be! I still have a life and a family and a busy timetable. What a question!

I was then informed that my treatment wasn't there yet and no one could find out when it would be there! As I didn't have all day to sit around staring at the walls I left. Five hours after my appointment time I received a phone call to say they now had my treatment and did I want to make another appointment to go in and have it?! No I don't actually. You wasted my time the first time I was there and I don't take kindly to that. If that is how things are run at that place it's shockingly bad. I need reliable caring staff who can at least say "Hello, we know you're here!"

I have to say that the nursing staff in Acute Oncology admission ward could teach the whole hospital of nurses a thing or two. They are efficient, kind and actually listen! 

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 6 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 21/03/2018 at 14:44
Published on Care Opinion at 16:45

picture of Nicole McInally

Dear Angie 150

I am sorry to read about your experiences at the Beatson. This is not the standard of care that we aim to provide to our patients.

You have raised a number of concerns and it would be helpful if you could provide us with your personal details including your date of birth or CHI number. As this is a public website I would be grateful if you could contact me at Nicole.McInally@ggc.scot.nhs.uk and quote the reference number: 500790.

I look forward to hearing from you.

Kind Regards

Nicole

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Response from Elaine Burt, Chief Nurse, Regional Services, NHSGGC 6 years ago
Elaine Burt
Chief Nurse, Regional Services,
NHSGGC

Submitted on 28/03/2018 at 08:21
Published on Care Opinion at 11:28

Dear Angie 150

Nicole has shared your post with me and I am disappointed to read about your experience at the Beatson. Please accept our apologies.

I would be grateful if you could email Nicole (Nicole.McInally@ggc.scot.nhs.uk) with your details so that we can provide you with a more detailed response.

Kind Regards

Elaine Burt

Chief Nurse - Regional Services

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Response from Elaine Burt, Chief Nurse, Regional Services, NHSGGC 5 years ago
Elaine Burt
Chief Nurse, Regional Services,
NHSGGC

Submitted on 27/04/2018 at 13:24
Published on Care Opinion at 16:42

Dear Angie 150

Thank you for getting in touch with your details.

We will contact you off-line to arrange a suitable time to have a discussion with the Clinical Services Manager.

Kind Regards

Elaine Burt

Chief Nurse - Regional Services

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Update posted by Angie150 (the patient)

I met with the two staff from the Beatson after my experience story was read. We had two meetings. The first was for them to gather information. The second was for them to appologise for the way things had worked out at the Beatson for me. Apparently they did not know who the nurse was who made the comment in the day unit. Strange, because there are nursing notes that should have been written and signed. Even if I left without treatment. The reason for my treatment not being there was because the pharmacy department is over worked and has treatments to make available to other hospitals first.

Apart from the appology, the rest meant nothing. Why give out appointments when you know theres every chance treatment wont be there. No one wants to sit around in a hospital endlessly waiting.

Response from Elaine Burt, Chief Nurse, Regional Services, NHSGGC 5 years ago
Elaine Burt
Chief Nurse, Regional Services,
NHSGGC

Submitted on 11/10/2018 at 10:22
Published on Care Opinion on 12/10/2018 at 15:56

Dear Angie 150

Thank you for getting in touch.

I agree that no-one wants to sit for hours waiting for treatment. Please let me reassure you that the senior management team are actively exploring options on how to reduce delays in Pharmacy.

Although we have not been able to identify the nurse concerned we have taken your feedback seriously and ensured this has been shared widely with staff. We take staff attitude very seriously and expect our staff to demonstrate care and compassion at all times.

Kind Regards

Elaine Burt

Chief Nurse

Regional Services

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Update posted by Angie150 (the patient)

I have received my medical notes and I would like to state how absolutely horrified and astounded I am at the staff "version of events" that are in my medical records. Total lies. I am very sad and now extremely wary of all the staff in the Beatson.

In future if or when I require treatment I will not be conversing with any staff. Of course then that's me being obstructive! I am an extremely private person and do not require to converse endless rubbish with staff and only expect to receive the treatment I was prescribed, which the pharmacy department cannot fulfill.

Apart from my consultant, I wouldn't trust anyone in the Beatson now. I expect people to do their job. Not leave people for an hour without any form of "we know you're here", then not have their treatment to give anyway.

I feel my life is on hold in the Beatson while I wait for hours to see if my treatment will turn up. I believe I am not alone. That is so wrong. What life we have left no one wants to spend waiting in there. It feels like whatever I say I am always the one in the wrong.

Response from Elaine Burt, Chief Nurse, Regional Services, NHSGGC 4 years ago
Elaine Burt
Chief Nurse, Regional Services,
NHSGGC

Submitted on 09/08/2019 at 13:01
Published on Care Opinion at 13:01

Dear Angie150,

I was very worry to read about how receiving your medical notes has made you feel. I wish to say how genuinely sorry I am for the distress this has evidently caused.

We would be keen to meet with you and address this.

Margaret Gray Clinical services Manager has asked that I invite you to contact her at Margaret.Gray@ggc.scot.nhs.uk or 0141 301 7078.

Kind Regards

Elaine Burt

Chief Nurse Regional Services

NHS Greater Glasgow and Clyde

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