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No common sense

Posted By AGT

"No common sense"

About: Glasgow Royal Infirmary / Accident & Emergency NHS 24

(as a parent/guardian),

my daughter sprained her ankle - she spent 2. 5 hours at A&E Royal Inf Glasgow - x-rayed and sent home without treatment - in extreme pain the next day - can't move around - could do with crutches - which cannot be issued without a re-assessment - she can't travel in such pain - she lives 3 floors up - 6 flights of stairs - could not face another 2-6 hours wait - so is reluctant to get help. The simple, common-sense solution of getting a taxi to pick up crutches and take them to her just does not appear to be available - what a downright mess the NHS is in - not at all helpful - they appear to seek complicated solutions to very simple problems - let's get back to common-sense approaches - and as for the helplines - don't get me started!

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 7 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 23/11/2016 at 11:25
Published on Care Opinion at 11:28

picture of Nicole McInally

Dear AGT

I am sorry that your daughter has sprained her ankle and is still in pain.

I am concerned to read that your daughter was sent home without treatment, would you be able to ask your daughter to contact me with her details so that I can look into this further. My email address is Nicole.McInally@ggc.scot.nhs.uk

Kind Regards

Nicole

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 7 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 23/11/2016 at 13:54
Published on Care Opinion at 14:37

picture of Shona Lawrence

Dear AGT

Thank you for sharing your story. I was sorry to learn of the challenges your daughter has faced, however I note my colleagues within NHS Greater Glasgow & Clyde have asked you to make contact. I do wish your daughter well and hope that her recovery does not take too long.

I note from your story that you have negatively referenced 'helplines'. Should this refer to NHS 24 and should you have any specific issues you would like me to review, then I would be pleased to arrange this.

Here at NHS 24 we fully consider all patient and service user feedback as this assists us in improving the service we provide to patients. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk


With regards

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 7 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 09/02/2017 at 15:00
Published on Care Opinion on 10/02/2017 at 09:31

picture of Nicole McInally

Dear AGT

I just wanted to follow up my earlier reply to your post – I’d suggested that you could get in touch with me so we can look more specifically into your daughter's individual experience, and although I haven’t heard back from you, I felt it was important to reassure you that your feedback has been used in some way to help us improve our services. All of the feedback we receive is sent on to our Senior Management Teams and we regularly look at the themes that are coming out of what people are telling us to help us to focus on what we need to improve on. We are committed to making sure that all of our patients and their families are given the opportunity to tell us what was good about their time in our care, as well as what we could do better.

Best wishes

Nicole

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