"Poor communication"

I am speaking on behalf of my dad (frail and in his 80s) and mum (frail, in her 70s, and previously suffered a stroke) and their experience within the initial assessment unit at the QEUH.

As a family we did not forcibly attend this unit. We were contacted by GP to inform that my dad's blood results from previous day's GP visit warranted further investigation and therefore had to attend the IAU. My dad has been experiencing continuous headache for approx 4-5 weeks and bloods were showing abnormality.

I brought both my parents to the department. My dad is my mum's carer. We checked in and were informed that the department was extremely busy. We were understanding and patient. We were happy to work our way through triage system and thereafter bloods and ECG, with the latter taking place approx three hours later.

Approx two hours later my dad was called into IAU and shown to bay 2. Nursing staff carried out their admission process and we were informed that the doctor would review. Having had no information/ communication I approached nursing staff approx two hours later to ask for an update. I was informed that my dad was next to be seen. They could give me no information re likelihood of possible admission, which would have allowed for me to take my elderly, exhausted mum home.

As time went on, the department quietened down and patients were settled and asleep. Nursing staff escalated to medics that my dad was still waiting to be seen. Nursing staff were informed that he’ll be seen when he’s seen. We were informed that we were the longest wait within the department. It was obvious that nursing staff were also feeling frustration on our behalf and attempted to escalate our situation on several occasions thereafter.

Nursing staff were sympathetic to our situation and apologised on numerous occasions.  My dad was seen by a doctor and advised of admission for further investigation. Both my parents by this time were exhausted. We had an 11-hour wait within this department with no communication from medics.  An inclination of plan of care within this time would have been most helpful.  I find this situation unacceptable.

We as a family understand triage and pressures of staff, however communication is key in health care and it is my understanding that Greater Glasgow and Clyde are committed to the 6  core values within NHS Scotland with communication being central to this. I feel strongly that this should be escalated so as to ensure no other patients have this awful, exhausting experience.