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A&E and ambulance waiting times

Posted By Cairneyy

"A&E and ambulance waiting times"

About: Scottish Ambulance Service / Emergency Ambulance University Hospital Wishaw / Emergency Department

(as a relative),

My mum aged 73 had a fall on Monday at 8.30 pm. The ambulance was called as she had a suspected broken hip. She had to lie on the floor until 2.15 am on Tuesday where the paramedics administered pain relief before transferring her to the ambulance. She then had to wait in the back of the ambulance until 1.30 pm that afternoon before actually being admitted to University Hospital Wishaw where it was confirmed she had a broken hip. She was eventually admitted to ward 14 at 8.30 pm. Despite being admitted to the ward on Tuesday evening she never got her operation until the Saturday .  I am extremely angry these delays to her care are totally unacceptable and could have a detrimental effect on the outcome of her recovery. Added to this is the fact that for nearly 12 hours the ambulance was off the road and unable to respond to other emergency calls. The paramedics Kevin ,Amy , Keith and Sharon, A&E staff and ward staff have all provided excellent care in extremely difficult circumstances and I would like to express my gratitude to them.  

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Responses

Response from David King, Patient Experience Coordinator, Corporate Affairs, Scottish Ambulance Service 16 months ago
David King
Patient Experience Coordinator, Corporate Affairs,
Scottish Ambulance Service

Submitted on 28/12/2022 at 10:43
Published on Care Opinion at 10:43

Dear Cairneyy

Thank you for sharing your experience with us and I do hope that your mum is feeling a bit better. It must have been a very worrying time for you.

It was very kind of you to praise the attending crews despite the delays in response.

If you would like me to have the delay investigated and also your kind words passed on to the crews could I ask you to contact our Patient Experience Team at sas.feedback@nhs.scot with your name, username, address and contact number, your mother's name and the date and address we attended.

Kindest regards

David

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Response from Karen Jamieson, Patient Safety Co-Ordinator, Quality Improvement Team, NHS Lanarkshire 16 months ago
Karen Jamieson
Patient Safety Co-Ordinator, Quality Improvement Team,
NHS Lanarkshire

Submitted on 04/01/2023 at 14:30
Published on Care Opinion at 14:30

Dear Cairneyy

Thank you for taking the time to feedback to us about recent experience at University Hospital Wishaw, A&E.

I am sorry to hear your mum had a fall and of the significant wait she experienced. I also understand your anger in these delays she endured.at what would have been a worrying time for you. We always want to make things better for patients and their families, and all feedback is valuable to us. I am pleased to hear the care you received from our team in these circumstances was excellent.

I hope your mum is now recovering well.

Kind Regards, Karen

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