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Care and compassion in A&E

Posted By jupiterqx93

"Care and compassion in A&E"

About: Royal Alexandra Hospital / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance Scottish Ambulance Service / Patient Transport Service

(as a relative),

My elderly father was taken into the Royal Alexandra Hospital on Christmas Eve with breathing difficulties. The care home staff called for an ambulance, the crew who came were very good checking him over and  taking him, and my mother, to A&E for a further check.

The care my father received at the hospital was excellent - we were seen  very quickly, prescribed antibiotics to treat the chest infection exacerbating existing COPD. Dr McGarvie and the nurses Rachel, Emma, Cat, Angela and Stephen took great care of my dad and also went out of their way to make sure my mum was looked after also. My mum, 91, would not leave my dad. The staff brought blankets and pillows to make my parents and me as comfortable as possible in A&E. 

This was particularly appreciated as we were there all night, even though my dad was discharged and ready to leave at 11.15 pm  after having arrived at about 8:00pm. We were there through the night because there were no non-emergency ambulances available. How are elderly people with limited mobility expected to get home?

When the morning staff took over Dr  Evans and Christine demonstrated the same level of care and compassion. All the staff showed excellent clinical care, the over and above  kindness shown was heartfelt.

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Responses

Response from Samantha Ritchie, Head of Patient Transport, ACC, Scottish Ambulance Service 5 years ago
Samantha Ritchie
Head of Patient Transport, ACC,
Scottish Ambulance Service

Submitted on 07/01/2019 at 16:43
Published on Care Opinion at 22:26

“Many thanks for taking the time to share your feedback on Care Opinion. I am so sorry that your father had the need to use our A&E services and that there was delay in discharging him home that night.

Whilst our resources are configured to reflect the general flow of patients across Scotland on a daily basis we realise that there are an increasing number of ever changing variables which are impacting on our ability to respond to these ever changing daily demands.

We are currently reviewing demand across Scotland, including requests out with our core hours to understand whether we need to change where and when our PTS resources are available to support patients including discharges. This review will take into consideration the future changes to how Health and Social Care services are delivered across Scotland. By understanding these changes we will endeavour to offer a service that meets the needs of our patients.”

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Response from Linda Russell, Business Manager, Emergency Care and Medical Services, NHSGGC 5 years ago
Linda Russell
Business Manager, Emergency Care and Medical Services,
NHSGGC

Submitted on 07/01/2019 at 17:14
Published on Care Opinion at 22:27

Thank you so much for taking the time to share your experience and for your kind comments about the staff who looked after your parents during your father's recent visit to the Emergency Department. Your comments were very much appreciated and gratefully received by all concerned.

Unfortunately, the Emergency Department does not have direct access to ambulance transport for patients being discharged home. A hospital taxi may be considered as an option but in some circumstances, such as your father's, the ED environment (although clearly not ideal) is deemed to be a more appropriate setting until suitable transport arrangements can be made.

I do hope that your father is beginning to make a recovery and thank you once again for your most thoughtful feedback.

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Response from Stephen Hepburn, Senior Charge Nurse, Emergency Department, NHSGGC 5 years ago
Stephen Hepburn
Senior Charge Nurse, Emergency Department,
NHSGGC

Submitted on 07/01/2019 at 17:53
Published on Care Opinion at 22:28

picture of Stephen Hepburn

Dear jupiterqx93

Thank you for your kind words relating to the staff in RAH A&E.

I am glad on the whole your experience in the Emergency Department was a good one. It is reassuring that you managed to focus on so many positive aspects yet are able to understand the challenges that face the service and highlight possible areas for improvement in a constructive manner.

The hospital continues to strive to provide the highest possible care and ensure that every experience is a positive one.

I will make sure I pass on your comments to all staff involved.

Many Thanks

Stephen

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