"A and E communication"

About: Ayr Hospital / Accident & Emergency

(as a relative),

My mother was taken by ambulance to A&E at Ayr Hospital yesterday after having fallen sometime through the night- she wasn't discovered until late morning and she was found in a confused and distressed way.

I attended A&E after my mothers carer called to tell me that my mother had been taken to A&E.

On arriving at A&E with my sister, we reported to the receptionist that our mother had been brought in. The receptionist advised us that she would let the nursing staff know we were here. 2 Hours later no one had come to get us and when I inquired at reception I was told that my mother had been admitted to station 7.

I cannot believe that we were left for 2 hours with no communication- not one member of staff thought that my confused elderly mother might want someone to be with her. I am disgusted. I put my trust in the emergency staff to look after my mother and they certainly didn't deliver that!

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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

picture of Eunice Goodwin

Dear MrsM59,

You and your sister must have been distraught. I am so sorry you were left so long with no knowledge of what was happening around your Mother's care. I have pass this to the A/E team for their reflection and I am sure the team looking after your Mum will be upset about this too.

Thank you so much for taking the time to flag this to us. It has led to the manager for this area asking the senior charge nurse to address this immediately to prevent it happening again and the staff will be reminded about the importance of communication. Good communication is key to it all and poor or absent communication can cause so much distress.

If you would like to discuss this further, we can look into the back ground of this distressing event. Please feel free to contact me on 01563 826222 or eunice.goodwin@aapct.scot.nhs.uk.

I hope your Mum is on her way to a full recovery now.

Best wishes,

Eunice

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