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This was a very negative experience

Posted By Fantasticfour

"This was a very negative experience"

About: Forth Valley Royal Hospital / Acute assessment unit

(as the patient),

When we arrived at AAU my husband was taken into a cubicle then I was asked to leave and go into a completely isolated waiting area. I declined as my husband has health issues and feels safer and at ease if I am with him. I explained this to the nurse but they didn't listen or seem to understand or care about my husbands individual needs ( what ever happened to patient centred care?)

What was already a stressful time was made even more stressful due to the fact that we both had to sit in a waiting area outside the unit for four hours. In this time no one came to speak to us we both felt ignored and isolated. It felt like no one cared. This was a very negative experience and one we both never want to be repeated.  

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Responses

Response from Judith Rooney, Service Manager, Emergency & Inpatient Care, NHS Forth Valley 5 years ago
Judith Rooney
Service Manager, Emergency & Inpatient Care,
NHS Forth Valley

Submitted on 16/07/2018 at 12:46
Published on Care Opinion at 14:25

Hi Fantasticfour

Thank you for taking the time to feed back regarding our service. I was sorry to learn that your experience did not meet your expectations. We strive to deliver person centred care and must apologise that you felt that your husband's individual needs were not met on this occasion.

I plan to share your experience with both Nursing and Medical staff in AAU so they can reflect on how they interact with patients and relatives. I would also be happy to discuss your experience further if you felt that would be helpful.

You can contact me by phone on 01324 567085 or via email at judithrooney@nhs.net

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Response from NHS Forth Valley 5 years ago
NHS Forth Valley

Submitted on 17/07/2018 at 08:53
Published on Care Opinion at 14:25

Dear Fantasticfour

I would like to thank you for taking the time to highlight your experience during your visit to our unit.

We strive to deliver the best care to our patients and their families and I am sorry to hear that you and your husband had such a difficult experience whilst in our care and would like to apologise for this.

Please be reassured that I will be sharing your experience with our staff during our daily briefs, in doing this it allows us to learn and improve the care and communication we have with our patients and their families.

Kind Regards

Ann Mckean

Senior Charge Nurse

AAU/CAU

Forth Valley Royal Hospital

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Response from Gavin Dolan, Clinical Manager (Acute & Emergency Services), AAU / CAU, Forth Valley Royal Hospital 5 years ago
Gavin Dolan
Clinical Manager (Acute & Emergency Services), AAU / CAU,
Forth Valley Royal Hospital

Submitted on 17/07/2018 at 14:52
Published on Care Opinion at 16:02

Dear Fantasticfour,

Thanks for taking the time to leave feedback through the Care Opinion platform. I am really sorry to learn that you and your husbands experience of attending AAU was substandard and that you both felt ignored, isolated and not cared for during your time in our unit.

This is feedback that I take seriously and I would welcome the opportunity to discuss your experiences in detail if that were satisfactory to you and your husband? I want be able to listen to what mattered to you and your husband and hear what you both felt we didn't get right as a team so we can make positive steps to correct this in furture.

I can be contacted directly on 01324 566034 or by email at gavin.dolan@nhs.net. Please do not hesitate to contact me by phone or by email at anytime to discuss further.

Best wishes,

Gavin Dolan

Clinical Department Manager

Acute & Emergency Services

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