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Care Opinion

Disability accommodation in A&E

Posted By sungal555

"Disability accommodation in A&E"

About: Crosshouse Hospital / Accident & Emergency NHS 24 / NHS 24 (111 service)

(as a relative),

My son who is totally deaf without speech had been bleeding almost continually for around 24 hours and we became very concerned. I telephoned  NHS24 at approx., 6.30am.  After discussions we were advised to make our way to A & E at Crosshouse Hospital.  I asked they make the hospital aware a British Sign Language Interpreter be contacted as I am not proficient and would not attempt to interpret in medical issues.

We reached Crosshouse and on going forward to the desk I asked had they contacted the Interpreting Service and was told this information had not been passed to them.  I asked this be done immediately.  We were taken quite promptly to the Triage nurse who proceeded to ask some questions, once again I stated my son must have an interpreter.  Whilst not unpleasant, it was quite obvious the nurse was irritated by my not doing the interpreting.   More than a bit annoyed, I again stated they MUST provide an interpreter.

Fast forward to the 'room' we were moved to where a very pleasant doctor eventually arrived and AGAIN I asked if the interpreter was on their way.  The doctor was not aware but, when I made it plain I would not interpret they then went away to check. Eventually they came back to advise me an interpreter had now been contacted but it would take around 45 minutes.  I must stress this doctor was extremely kind and understanding of my son's disability.

This is a dreadful situation where my son's basic rights were being denied to him.  Luckily it was not an emergency situation where the time delay did not affect his health and well being.  I find it shocking that, once his disability had been made aware to them, an interpreter was not contacted through the emergency service which is in place.

This needs to be addressed sooner rather than later and ALL staff be made aware it is the law that my son must have an interpreter and they are in fact discriminating against him through not providing same.

I would hope this is treated with the seriousness it merits.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 28/08/2018 at 12:40
Published on Care Opinion at 12:53

picture of Shona Lawrence

Dear Sungal555

Thank you for sharing your story via Care Opinion. I read this with concern and I do hope your son is doing much better. I understand that this would have been a worrying and frustrating experience.

I am keen to understand the management of your call to NHS 24 including what information was passed to by us to A&E at Crosshouse. If you would be kind enough to contact me directly, then I would be pleased to arrange a review. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I look forward to hearing further from you.

With kind regards to both you and your son.

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 5 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 29/08/2018 at 17:17
Published on Care Opinion on 30/08/2018 at 09:06

picture of Eunice Goodwin

Dear sungal555,

I would like to echo all that Shona has said, this must have been frustrating and annoying for both you and your son. I would also like to look into this situation internally at University Hospital Crosshouse (UHC). If you would like to contact me, I can do this. In the meantime, I will pass your post to our Emergency Team in UHC for their reflection.

I realise this is not really relevant to your concern in this instance, but does your son carry an access support card? I can arrange to post one to you if you think it will help in any way. The card was introduced so that people attending clinics etc. can show it to staff and we will recognise that additional support or time is needed by the individual. it may help should he be out on his own and something unexpected happens.

I can be reached by email on - Eunice.goodwin@aapct.scot.nhs.uk and by phone on 015463 826222,

I hope your son is on the road to recovery.

best wishes,

Eunice

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Update posted by sungal555 (a relative)

Thank you for your reply Eunice, I will telephone you later today if suitable.

I will also discuss the access support card which you refer too. However I must point out that in this instance no card was necessary. I was with him at all times, on each ocassion stressing the urgency re contacting a British Sign Language Interpreter.

I must also draw your attention that NHS24 have completed their investigation and confirm Crosshouse Hospital were indeed informed by telephone of the need and urgency re the interpreter. This was denied to me at the reception window on arrival.

Regards

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 30/08/2018 at 10:05
Published on Care Opinion at 10:13

picture of Shona Lawrence

Hi J

Thank you so much for making direct contact with me to enable us to review the contact with our service. It was a pleasure to speak with you and I do wish both you and your son well.

As explained to you on the telephone yesterday, I was confident that Eunice would be in touch with you to move forward the NHS Ayrshire & Arran element of your feedback.

Just to let you know, at your request, I have passed your complimentary feedback to the NHS 24 Nurse Practitioner who managed your call.

Thanks again and please don't hesitate to contact me further if required.

With regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Update posted by sungal555 (a relative)

As I had originally stated to you Shona, I had absolutely no doubt in my mind your Nurse Practioner would indeed have ensured the hospital were fully aware of my son's disability and the need for an interpreter before our arrival.

My thanks once again for your very prompt assistance in this matter.

Regards

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 5 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 30/08/2018 at 12:24
Published on Care Opinion at 16:31

picture of Eunice Goodwin

Dear sungal555,

Thank you for agreeing to contact me later today. I am very keen to look into this and I have the Clinical Nurse Manger waiting in the wings so we can do so. I will be in the office today from 2.00 - 3.30pm if it is suitable to call. If that is not suitable, we can start the process if you want to email me the details of your son, name address, date of birth or CHI. I will pass these details on to the Clinical Nurse Manager, in confidence of course. Alternatively, drop me an email with your phone number and I will try to call you later today. I return to the office on Monday.

I look forward to talking with you and sorting this out. Again, I am sorry this has been so difficult and I hope you and your son are well.

Best wishes,

Eunice

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 5 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 30/08/2018 at 15:38
Published on Care Opinion at 16:32

picture of Eunice Goodwin

Dear sungal555,

Thank you for contacting me off-line and giving me the details we need to look into this. Following on from Shona (again), it was a pleasure to speak with you.

As promised, I have -

- passed your details to the Clinical Nurse manager

- posted 2 access support cards to you

- passed your details to our lead for Accessibility in NHS Ayrshire and Arran.

You will be contacted directly by our Clinical Nurse Manager and for any other developments, I will update this forum.


Thank you again for raising this with us, I am sure your post will help us to improve this.

Best wishes,

Eunice

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 5 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 22/01/2019 at 15:07
Published on Care Opinion at 16:10

picture of Eunice Goodwin

Dear sungal555,

Your post generated quite a bit of conversation as I am sure you know. As a follow-up to that, today I was asked if you would like an alert put on Symphony (our IT system for the Emergency Department) that an interpreter is to be called when your son attends ED.

If you would like us to do that, please either pop on to CO and let me know, contact me on 01563 826222 or email at Eunice.goodwin@aapct.scot.nhs.uk and I can pass this on to the ED team.

Again, thank you for raising this with us. I hope you have been happy with the outcome of your post.

I hope you are both well,

Best wishes,

Eunice

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