"RVI Assessment Unit"

About: The Royal Victoria Infirmary

My Mum fell at home on Monday 17th March 2014 and was admitted to this unit. The standard of care was appalling Mum had an X Ray at 4.30pm and at 10.30pm still no sign of a doctor looking at this. The nurse agreed though that hopefully they had looked at it and just not written it up rather than leaving a 78year old woman lying in bed with an untreated broken ankle. Whilst some nurses were empathetic and helpful unfortunately the majority and in particular the senior nursing staff left me with the impression that the patients were an unfortunate inconvenience they had to put up with. Loads of doctors writing loads of notes but very little patient interaction to be seen so I can only presume they must all be working on novels?

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Response from The Royal Victoria Infirmary

Thank you or taking the time to post your comments about your Mother’s recent admission to the RVI Assessment Suite. We are very sorry to learn of your concerns regarding the care she received. As you will be aware, the Assessment Suite is a very busy unit, receiving 77 emergency admissions on the day of your Mother’s admission, and this high volume of patients may have increased waiting times for which we would wish to apologise, particularly if this was not fully explained to you or your Mother at the time. However, regardless of the level of activity it is unacceptable that some senior staff were not seen to be helpful or empathetic, there is no excuse whatsoever for this. Again, we would wish to apologise for this and for any distress caused. The Medical Staff are required to document all of their clinical findings to ensure that patient records include an accurate and comprehensive clinical history of the patient’s presenting condition and past medical history in order to plan the management of the care and treatment. Again we would wish to apologise that this was not communicated effectively to you and if you feel this detracted from your Mother’s care. Your comments have been discussed with the senior staff on duty at the time of your mother’s attendance in order that they reflect on their behaviour and also discussed with the medical consultant / head of department so that they are aware of the valuable feedback from patients and their relatives. Thank you once again for making us aware of your experience, and also for your kind remarks about some of the nurses involved in your Mother’s care.

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