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"Some people let the side down"

About: Crosshouse Hospital / Day Surgery

(as the patient),

I was in for day surgery for a knee operation. Everyone I encountered up to a point was kind, friendly and very professional. I have been through the day care system before so I am aware of how it works and have met the same people again. Once again I'd like to thank the staff in the first stage recovery.

Previously I acknowledged a staff member for being so kind and having a lovely manner towards me. I'd had my tonsils out and woke in a panic. We spoke again about and it was nice to tell her in person. She acknowledged that my compliments had been passed onto her and she had used me as an example in self evaluation.  

All the staff in first stage recovery were fantastic and I'd like this acknowledged. Second stage was like night and day. I lost count of the faces a saw, there was no consistency.

I was having a very difficult time after this anaesthetic, nausea and terribly dizzy, itching and a feeling of pins and needles. I was unable to eat. This was my fourth anaesthetic and at this stage I have never felt so rough.

I asked for the toilet and I was escorted but on my way back I was told my lift was here. I was not informed that they were calling my lift. Personally I was not fit. I struggled to get dressed. I asked for my lift to come and help me as I was getting rushed and I couldn't lift my head for the dizzy and the nausea was overwhelming. I'd already been given anti-sickness drugs. I partially got dressed. I was just not able. I feel at some point in the second stage all communication went to pot.

It could be the ladies were excited by festive fun but it still needs to be remembered people like myself deserve to be treated with a high level of care regardless of what's going on. As I was pushed to the car, the staff member was very unsympathetic with her comments. I arrived home and started vomiting and felt dizzy for the rest of the night. I was not ready to leave, no one spoke to me to take account of my feelings as I know best how I feel. I feel I was rushed out.

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Responses

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 10/12/2018 at 11:20
Published on Care Opinion at 11:35


picture of Eunice Goodwin

Dear Tiaratop,

How disappointing to hear this. I am so sorry, you should not have been rushed out without feeling ready and able to go and that you were unwell for the rest of the day.

As you have pointed out, communication is paramount in everything we do and listening is absolutely key to that. I was once told we have two ears and one mouth, so we should listen twice as much as we speak. (I am not sure I manage that all the time but I do try).

You are absolutely correct, everyone deserve to be treated with a high level of care and sympathy and I am sorry this was not the case this time. Nothing, including Christmas should get in the way of that.

If you would like to pass some details to me, we can narrow down to the day/ date you attended. While this may be helpful, I will pass this on to all concerned and your points will be discussed with the team. I appreciate this will not alter your experience, but I am sure it will for others coming along.

I hope you are fully recovered now and getting more mobile by the day.

I can be emailed at - Eunice.goodwin@aapct.scot.nhs.uk and if you could quote 606973 that would be really helpful, thank you.

Kind regards,

Eunice

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