"Out of hours department"

About: Forth Valley Royal Hospital / Accident & emergency

(as the patient),

I had to phone out of hours at 2am, due to the fact I was struggling to breath with my asthma and coughing a lot. The nurse on the phone was lovely and I was asked to attend out of hours as soon as possible as she realised I was struggling. I managed to get myself there and again the receptionist was really nice and sympathetic. However, I was called in by staff who did not introduce themself and I was told to sit down. I explained the best I could whilst struggling for breath and coughing a lot what had happened and the staff pushed a pulsometer I think it was on my finger. I noticed my pulse was 120 and sats 92%. The staff took it back off and told me it was fine. I was then given an aero chamber and I was told to breath into it 12 times which I did and I was told "breath normally" which when you are struggling for breath and coughing was difficult.

The staff then looked at something on their mobile and asked why I had a dog tag necklace and I said it was my asthma and I suffer seizures when I'm unwell. I was then  told to take antibiotics and before I left, to take 8 prednisolone. I said about the seizures again as I have been told by my gp I couldn't take prednisolone, as they can trigger seizures. The staff looked at me and said yes said I could go home even though I was still struggling with my breathing. I took the 2 boxes of medication off the table and left.

I went to get water to take the steroid and realised there were no stickers stating my details and no instructions on how many amoxicillin I was to take a day and on the steroids again no patient details. I mentioned this to the receptionist who was so nice and apologised and took the boxes back to the staff. As it was being sorted out, I took the 8 steroids as I was instructed. The receptionist came back with my medication but there was still no patient details on the medication but a scribble one 3 times a day. As I was leaving I started to feel worse I was near my car which was parked in a bay by a&e and I knew I was about to faint I got to the doors of a&e as it was the closest place when I collapsed.

The next thing I remember I woke up in resus with a lot of people around me. The a&e staff were all fantastic as they realised I was scared. I ended up needing to have nebulisers for my asthma and was told I had a severe asthma attack and a seizure. the doctor reluctantly let me go home at 0700 as I was feeling better and my sats were back up to 98%. I can't thank the staff enough in a&e who looked after me they were all welcoming, introduced themselves and listened to my concerns and explained everything they were going to do. I am extremely disappointed with the staff in out of hours, who made me feel as though I was wasting their time and appeared not sympathetic. No introduction, no eye contact and I felt I wasn’t being listened to. I just hope I do not have to go back to out of hours again if that's how you are treated.

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Responses

Response from Glynis Fotheringham, Senior Charge Nurse , Emergency Department FVRH and MIU in SCH, ForthValley

Thanks you for taking the time to tell us about your experience, I am sorry your experience in out of hours was disappointing, I am not able to comment any further on that aspect as I am not responsible for that area.

I am delighted that your experience in A&E was a good one and that we were able to help you and support you back to your home.

I hope you are continuing to improve.

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Response from Pauline Marland, Person Centred Patient Experience Coordinator, Department of Nursing, NHS Forth Valley

Dear Katy2

Thank you so much for taking the time to leave feedback about your recent experience within the Emergency Department and the Out of Hours service, I am so sorry that your experience through Out of Hours was not a more positive one, it must of have been such a worrying and traumatic time for you.

I wanted to let you know that I have shared your experience with the Lead of the Out of Hours Service, she is currently on Annual Leave, if you don’t mind I would like to wait for her return to respond to your concerns.

In the mean time I would be more than happy to discuss your experience and will share it with the Lead on her return, you can contact me on p.marland@nhs.net or alternatively your can contact me on 01324 566523.

I see that the Senior Charge Nurse for the Emergency Department has responded to your posting. It really is lovely for the staff to receive such lovely feedback from their patients, Glynis has shared your post with the staff who really appreciated your kind words.

I hope that you have made a full recovery and are continuing to keep well.

I look forward to hearing from you.

Kindest regards

Pauline

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