"Made to feel he shouldn't be there"

About: Crosshouse Hospital / Accident & Emergency

(as a relative),

My partner attended the GP practice in early August to discuss medication for hemiplegic migraines. Medication that he was previously prescribed was not working which resulted in him collapsing on way to work, in work and at home and leaving a temporarily paralysis to his right side.

We had already previously been to A and E twice that week where we were sent straight home as 'it's just a migraine and they cannot help with that'. One night later in the week he passed out in our bathroom and we were frightened to go back to A and E as we had previously been sent straight back home with the same thing that they could not help with. When he came round we decided to contact GP. The GP surgery were not happy with the signs and symptoms he was presenting and then decided to call Crosshouse hospital and let them know they would be sending my partner up. From what my partner could hear A and E were not happy he was being sent up as a GP admission. GP surgery referred him to go straight to A an E.

When we arrived, after being told we wouldn't need to wait he would be going straight to a ward for tests. We sat for 1 hour 30 minutes before a member of staff saw us. I was disgusted with this person's attitude. They repeated several times to us that they don't know why we have GPs an they are not here for someone who just has a headache and he was the 3rd GP admission in the last hour and that's why they are running behind. They also stated he wasn't on their list and then called through to someone to ask if he was on theirs. They then carried on with a conversation on phone saying he was a GP admission and was complaining about it.

They took details from my partner and stated it's headaches. We said no its hemiplegic migraines. I tried to explain what a hemiplegic migraine is. They then cut me off and said 'it affects you on the one side' well yeah we know this and for those who don't it's fearful for the individual taking an attack, but also looks like the individual is taking a stroke to others and is very frightening for someone looking on when they don't know what is happening to the individual.

The staff member continued to moan about GPS and stated they cannot wait until the new build at hospital is finished as they will be going there instead of here. ‘They’ meaning GP admissions. Their attitude was disgusting. I lack confidence in NHS when they employ staff that have this attitude.

My partner felt he shouldn't be there. And no one should feel this way when it's a genuine condition they have. Things need to change and after being a family member who has went through a traumatic time with lack of care given to my close family member I expected changes within the hospital. This is evident to me that nothing has been done to change standards of nursing care within the trust. I have experience in nursing and all I can say is I am completely horrified that this is going on. This staff member's name is something I won't forget in a hurry.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Dear Patient 30,

I am so sorry, how upsetting for you both. I can only imagine how scary this must be for you both. It must be very worrying watching this happen to your partner and also for them experiencing it.

I am disappointed that both of you experienced such a difficult time and you should not have felt at any point that you should not be there. It is not staff’s place to air their views on matters such as this and you should never have been able to hear them.

can only apologise on our behalf and ask you if you would like us to look into this further. Would you and your partner like to meet with a senior manager and discuss this?

If you wish to let me know your partner’s name and date of birth the team can look into this further for you. If you do want to contact me, you can email me on eunice.goodwin@aapct.scot.nhs.uk or phone me on 01563 82622201563 826222.

Best wishes,

Eunice

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Dear Patient 30,

I realise I was remiss in the last post and I am sorry. I did not highlight that I would (and have) have passed your post to senior management for their consideration. I always pass the link and the post to a variety of people to raise awareness whether they are telling us of a positive experience or not a positive experience. It is totally your choice whether to get in touch or not and we respect that entirely. If people chose not to contact us to discuss things, there is always attention paid to the posts even if it is not apparent from the website. It is not always necessary to have specific patient details, although, on many occasions it is very helpful. My other mistake with your post, for those eagle eyed amongst us, my phone number is only one set of digits - 01563 826222.

Take care,

Eunice

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Thank you so much for being in touch patient 30. I will speak to you off line and we can set up a meeting to discuss the things you have raised in your post.

Best wishes,

Eunice

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