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My terrible experience in Edinburgh

Posted By Alitalia

"My terrible experience in Edinburgh"

About: Royal Infirmary of Edinburgh at Little France / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance

(as the patient),

  I have arrived to Edinburg yesterday morning. A drank guy attacked me yestetday evening and broke my nose. Ambulance and Police arrived after about 50 min. They brought me to a hospiyal at 21: 00. Now it is 01: 40 our and I am still awaiting here. The blood still goes from my nose but no one cares. The even don't me a place to lay down. I saw this care opinion publicity here and decided to write here. It was my the most terrible travell and experience ever.

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Responses

Response from Claire Gordon, Consultant, Acute Medicine, Western General Hospital, NHS Lothian 5 years ago
Claire Gordon
Consultant, Acute Medicine, Western General Hospital,
NHS Lothian

Submitted on 29/06/2018 at 16:26
Published on Care Opinion at 16:32

picture of Claire Gordon

I am very sorry to hear about your experience. I am trying to look in to your case to find out what happened but I cannot see a case fitting your description having attended our hospital. Was it definitely the Western General and not the Royal Infirmary of Edinburgh? Its easy to mix both hospitals up. the Royal Infirmary has an Emergency Department, so it is slightly more probable that an ambulance would have taken you there (but not definite). I would be happy to look in to your case to establish what happened if you wish to make contact with our patient experience team.

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Response from Chris Connolly, Clinical Nurse Manager, Emergency Department, The Royal Infirmary of Edinburgh 5 years ago
Chris Connolly
Clinical Nurse Manager, Emergency Department,
The Royal Infirmary of Edinburgh

Submitted on 29/06/2018 at 17:25
Published on Care Opinion on 01/07/2018 at 20:51

Dear Alitalia,

I am sorry to hear of the circumstances that caused you to have to come to our department, this must have been a very frightening experience for you. I am also deeply sorry that you had to wait for a long time in the Emergency Department last night.

Whilst not excusing the wait you experienced, this happens on some occasions when lots of patients present to the department rapidly and unfortunately this was the situation last night, where a number of these patients were very sick and required immediate assessment and resuscitation and this led to delays for our other patients. I again apologise that your wait was extensive because of this.

I have noted in your feedback that you felt ignored and uncared for during your time in the department and I will use your feedback to remind staff through our Safety Briefing of the need for clear and frequent communication with our patients, especially those who are awaiting review when the department is busy.

Thank you for taking the time to contact us and give us valuable feedback that allows us to work on improving our service. I hope that the remainder of your stay in the city is not as traumatic as your initial few hours.

With apologies and best wishes

Chris

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Update posted by Alitalia (the patient)

Yes it was the Royal Infirmary but this name was not between the options I could select. I asked another patient and she told me: select this name (Western General).

I would like to add: the docter visited me at 6:00 a.m. Just imagine! I arrived to the hospital at 9 p.m. and was visited the next day at 6 a.m. !

9 hours seating on the chair with a painful and bloody nose. they even did not offer me one of their several empty bed. There are more details about what happened during those 9 hours but I am so tired to write all of them down.

Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 5 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 09/07/2018 at 08:54
Published on Care Opinion at 11:20

picture of Alan Martin

Dear Alitalia,

Thank you for taking the time to share your feedback on CareOpinion. I am sorry to read that you had such a poor experience. I know that our colleagues will work hard to learn from any feedback that you provide and we will also. If there is anything further that you would like to discuss in reference to the ambulance side of things, please can you email me on scotamb.feedback@nhs.net and we can look into it.

I wish you all the very best.

Kind Regards

Alan

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