"18 hours at Crosshouse"

About: Crosshouse Hospital / Accident & Emergency

(as the patient),

Dizzy with double vision and with serious head pain, I attended Crosshouse A & E in the evening. I saw a doctor quickly and was given a cat scan immediately. Then came the problem, I was left on a plastic bed with no pillow or covers in a separate room. My head was painful, felt like it was bursting. Nurses came and another doctor came and went but from about 12 I was left alone. I asked several times for a pillow and was told they had none but would try to find one. In desperation I again wandered the corridors at 4. 30 and found someone who gave me painkillers and a rolled up blanket to use as a pillow. Finally I got some sleep.

The following morning I was transferred to a day ward and was treated very well and had lots of tests, Very caring staff and comfortable surroundings.

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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 H Hooker,

What a long night for you. I can only imagine how frightening it must have been to have double vision and such a headache, then being left alone for so long. Topping that, you couldn't even have a snooze because you were so uncomfortable. I am so sorry this was your experience. By way of explanation (not excuse) having spent a great deal of my working life in A/E, the pillow situation has been one that recurs from time to time. I akin it to the washing machines that always eat one sock!!! We can't quite explain it but we know it happens. Where do all these pillows hide?

No, in seriousness, one of the main reasons being the large number of patients transferred to wards, on trolleys and with pillows. The pillows often did not return to A/E.

I am sincerely sorry but I thank you for sharing this mixed experience with us. I will highlight this to the team and endeavour to find a solution, I will post it back here if we are successful.

I hope you are fully recovered now or at least well on the way and I am glad the rest of your care hit the mark.

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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Dear H Hooker,

Could I ask you what date and time you came in please? The Manger would like to have a look at when the situation arose in an endeavour to rectify it for the future.

If you prefer not to put this on the public website, please feel free to email me at Eunice.goodwin@aapct.scot.nhs.uk.

Thank you

Eunice

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