"My fiance's experience in Dr Grays A&E"

About: Dr Gray's Hospital / Emergency Medicine

(as a relative),

My fiancée got his ECG results from his doctor. He was then sent up to A&E, who took him more or less straight away. He had monitors attached and the nursing staff were very good.

After about 3 hours, the consultant came to see him to say there was a small problem with his heart and that they would like him to have a mobile monitor fitted and that they would source one. In the mean time we could go home and would get a call for the monitor to be fitted.

We waited up late in case they called, no call. We waited all day next day no call (my fiancé becoming more and more stressed). He phoned Gray's later in the afternoon and the operator called through to A&E and came back on and told us it would be "posted out".

So again we waited for the post all the time thinking how strange this was. No monitor by day 4. My fiancé called A&E to be told that there was no record of any of this, no record of a monitor! And to phone his GP. This he did and she informed him that she had a letter in front of her saying there was a monitor waiting at the hospital for him and that she would phone then get back to him.

Receptionist phoned to say Dr Gray's have 2 monitors and none available until late April. So going from go home we will source one and phone you, it's in the post, we have no record to there's one there for you to you have to wait.

Disgusted is not the word and my fiancé is stressed beyond belief, which isn't good considering the circumstances. I personally would like some answers as this is not acceptable.

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Response from Linda Oldroyd, Nurse Consultant Patient Safety and Experience, NHS Grampian

Dear Jacks

Your story about your fiancé is an example of how poor communication impacts on people’s lives. I can understand why you both feel very stressed by this situation. There is a great deal of learning to be had from your story around communication, documentation, systems and processes. I am sure no individual person is doing anything wrong but clearly our system for this situation is not working and I apologise for that.

I will bring this to the attention of ED staff and look at how we can improve things for other patients in the future. In the meantime, if this situation is not resolved please call me (I am based at Dr Gray’s) and I will do what I can to help. I can be contacted on 01343 567900 or by email at loldroyd@ nhs.net

Kind regards,

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