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Ok treatment but no compassion

Posted By Scratchswe15

"Ok treatment but no compassion"

About: Forth Valley Royal Hospital / Accident & emergency Forth Valley Royal Hospital / Xrays & Scans

(as a service user),

Arrived at Larbert hospital, royal valley. With a daughter in severe pain, due to an accident... You are stressed and worried as a parent? Receptionist was rather rude and totally uninterested. Had more time for the ambulance guys and to laugh with them. Shortly we where taken in by a nurse to be assesst for our triage. She was ok but no compassion. The patient before us could barley walk and I saw them given no assistance at all. Wheelchair etc. After two hours we where taken through to see a nurse, who then referred us to the x-ray clinic. Then it went from bad to worse. I don't think the person that works there should be in this job. They had a student there who was absolutely, amazing. Loving, caring etc. Daughter had a fracture in her elbow and in pain. The person who worked there, we will report. The way they handled my daughter but also the student... Not acceptable in any way, shape or form. We admire the staff within the NHS. But, unfortunately, there are people who let them down. Such a shame!

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Responses

Response from Glynis Fotheringham, Senior Charge Nurse , Emergency Department FVRH and MIU in SCH, ForthValley 5 years ago
Glynis Fotheringham
Senior Charge Nurse , Emergency Department FVRH and MIU in SCH,
ForthValley

I am responsible for the day to day running of the Emergency Department and MIU in SCH

Submitted on 30/10/2018 at 11:55
Published on Care Opinion on 31/10/2018 at 13:27

Dear Scratchswe15

Thank you for your feedback. I have passed this on the all staff concerned and would like to apologise for this less than ideal experience. This is not the service we aim to provide within the Emergency department and for this I am very sorry.

We are keen to learn from patients experience, thanks you for taking the time to let us know about yours.

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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 02/11/2018 at 20:14
Published on Care Opinion on 03/11/2018 at 09:15

Dear Scratchswe15

I was sorry to hear that your experience of the Emergency Department wasn't a positive one. The attitudes you describe do not reflect the values we pride our self in at Forth Valley.

I hope the response from the SCN has reassured you that your feedback will be shared with the staff members concerned so that they can reflect on how their behaviours have impacted you and your daughter's experience.

I do hope your daughter is on the mend.

Kind Regards

Jude

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