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Care Opinion

Lack of compassion

Posted By MrsM59

"Lack of compassion"

About: Crosshouse Hospital / Accident & Emergency

(as a relative),

My Mother recently came to Emergency Department of University Hospital Crosshouse. She had been in agony for days. On arrival your triage nurse told my mum that she should be at her GP and not coming to a busy A&E!

After a CT scan it was confirmed my mum has rib and spine fractures. My mum was sent home with co-codamol because according to the staff they couldn't give her anything stronger because people sell it. 

My mum is still in agony at home and I have just had to go round and take out her cannula from her arm- because the nursing staff forgot to do that. The lack of compassion was appalling.  

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Responses

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 2 weeks ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 28/05/2024 at 10:45
Published on Care Opinion at 10:45

picture of Pamela Gibson

Dear MrsM59

Thank you for taking the time to share your care experience with us via Care Opinion.

I am very sorry to read about your mum’s poor experience whilst she was in the Emergency Department. Please be assured that this is not the person-centred care that we aim for.

Whilst we always aim to provide care that is safe, caring and respectful, we do recognise that sometimes we get it wrong. When we do, we are committed to learning and improving. Hearing experiences, good and bad, directly from our patients or their relatives is one of the best ways for us to capture this valuable feedback.

Unfortunately, it is difficult for us to look into specific concerns raised as Care Opinion is completely anonymous. However, I have passed your comments to the Department Manager so that your mum’s experience can be shared with the wider Team for reflection and learning.

Please accept my best wishes and thank you once again for taking the time to acknowledge your care experience.

Kind Regards

Pamela

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