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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To be annoyed by this? (NHS thread)

82 replies

CalliopeCat · 24/04/2020 12:50

My mam woke up this morning with reduced use/sensation in her arm. She rang me and I got a taxi to hers where we rang 111. Got told to head to a&e because they were worried it was a stroke.

Got there- the waiting room was totally empty. Nurse on the desk barely looked up as we explained why we were there. She asked my mam if she could lift her arm and mam showed how much she could (which I think is less than her usual range of movement)

We were then told to go home and ring the GP for a phone assessment which would lead to a face to face appointment. I again tried to explain that we'd used the 111 system and been sent to a&e to be told to go home again as the department didn't want to admit people due to the virus.

Got another taxi home and rang the GP who said it's not something they can really assess over the phone and to go to a&e. Mam explained what had happened so far and was told that the nurse at a&e was wrong and she should have been seen there. They arranged a phone consultation (which happened very quickly, to be fair) and the GP told her to go back to a&e.

It's cost me over £30 in taxis today, running back and forward between different points and mam is still no further forward. My sister has just been and picked Mam up and is with her at the hospital.

I'm so frustrated with the whole situation. The nurse on the a&e desk didn't even look at mam, just asked if she could lift her arm. I totally understand that they're under immense pressure but my area isn't badly affected- my town has around 100 cases confirmed. I'm worried that if it is/was a stroke all the messing on has ruined any chance of treatment she has.

OP posts:

Original poster

CalliopeCat · 24/04/2020 14:47

They're doing more bloods and she's being sent for a CT(?) scan. I'm so angry. all this could have been done this morning if that nurse had just done her fucking job.

OP posts:

Original poster

CalliopeCat · 24/04/2020 14:47

Can anyone please help me draft a complaint?

OP posts:

missyB1 · 24/04/2020 15:39

Yes something like this.

I would like to raise a concern about the issue my mother had in accessing care at the hospital this morning. Following the instruction of her GP we arrived at A&E to be told ....blah blah just then state the events that happened. Ask for an investigation as to why she was sent away as not only did it cause delay to her getting the care she needed but it may also be happening to other patients.

Original poster

CalliopeCat · 24/04/2020 15:45

Thanks. Sister managed to speak to someone on the phone. They're looking into it apparently. Still waiting for test results and such.

OP posts:

QuestionableMouse · 24/04/2020 16:47

Any news op? Hope your mum is okay. She's in the best place for now.

Reallynowdear · 24/04/2020 16:58

I am surprised at the initial outcome 111 advised, the NHS Pathway for suspected stoke results in an ambulance dispatch so that paramedics can assess the patient quicker than the patient can safely get to the emergency department.

MouthBreathingRage · 24/04/2020 16:58

Was it definitely a nurse on the desk? When I had to go to A and E a few weeks ago (about a week into this virus) the nurses and doctors were all very kind and made it clear I was in the right place. The second time I had to go (condition got much worse over the day) the receptionist (definitely not nurse) was pretty bad. Didn't look up, barked questions and when I said I had to sit down as I was very faint (the seats literally on the 'stay back from the desk' line) he got cross and said 'I'm not done yet!'. Not great when you're already worried.

Whilst it's not professional behaviour, it's a difficult and stressful situation for the staff involved. Having to be extra cautious, some might make a mistake. I hope in your mum's case, it's not an awful one. See what the results are before jumping down the complaints route.

Tonemeth · 24/04/2020 17:04

I suspect ambulances arent making anything near the 8 minute target right now.

Tonemeth · 24/04/2020 17:05

Was it definitely a nurse on the desk? When I had to go to A and E a few weeks ago

OP has confirmed 3 times now.

TheReluctantCountess · 24/04/2020 17:08

I hope your mum is ok. My mum had a stroke a while back, and luckily made a full recovery. Try not to worry too much - she’s being looked at now.

Jayfeem · 24/04/2020 17:40

Raise an official complaint with them and refer it to the local health board if you’re unhappy with their response. If earlier intervention would have made a difference contact a local clinical negligence solicitor too. Big hugs what a shitty stressful day for you

MouthBreathingRage · 24/04/2020 17:40

@Tonemeth, my bad. I do usually rtf-fing-thread, I swear!

Alsohuman · 24/04/2020 17:46

If I were you I’d be feeling a stiff letter to the chief exec coming on. Their name will be on the website. Good thing they didn’t get me because I’d have refused to leave until she’d been examined by a doctor. Your experience is completely opposite to the way you should be treated in A&E and heads need to roll.

Alsohuman · 24/04/2020 17:48

And, yes, I’ll help you write a stinker. I’m very good at them.

HappyHammy · 24/04/2020 17:48

I hope your mammy is ok. Write to PALS who will investigate on your behalf. Wait until the results are back. Your sister can speak to the a&e matron and if a registered nurse has delayed treatment they can be held accountable through the nmc.

Standrewsschool · 24/04/2020 17:49

Complain to PALs/chief executive of hospital.

Wishing your mum all the best.

Tonemeth · 24/04/2020 18:20

@MouthBreathingRage sorry, no idea why I turned into the thread police today!

Tonemeth · 24/04/2020 18:21

Hope your mum is ok OP, sorry you got dicked about. Things are pretty infuriating at the best of times but that's out of order.

Original poster

CalliopeCat · 24/04/2020 18:46

Sorry for the lack of updates. I don't have anything new to add- I'm out of contact with my sister too as her phone is flat so I'm literally stuck waiting.

We are going to make a complaint- she should have been checked when we first went, not sent home. It's not like the GP can do anything for a stroke either so I'm even more annoyed.

OP posts:

Original poster

CalliopeCat · 24/04/2020 20:14

Hi.

My mam is home. The verdict is a ministroke/TIA(?) but the CT scan showed something wrong with a vein in her neck too that may need surgery. She has to go back again tomorrow for another scan/dopplar exam.

So I'm scared for her and extremely angry. The bloody woman this morning could have killed her through her inaction/disinterest. :(

OP posts:

QuestionableMouse · 24/04/2020 20:47

Glad she's okayish.

I can understand why you're angry and scared and I don't blame you for making a complaint. I'm angry for you.

missyB1 · 24/04/2020 20:49

I’m glad they are getting her sorted out now. Yes they definitely need to investigate the nonsense that happened this morning, that nurse needs telling.

HappyHammy · 24/04/2020 21:09

I wonder why there were nurses at reception. Are they drafted in from other departments or bought out of retirement and placed in position they are not skilled in. I would ask for a copy of the scan results and the letter they will send to her gp. Either go through PALS or if your sister us there tomorrow maybe try and.speak to the A&E matron.

Original poster

CalliopeCat · 25/04/2020 12:06

She's headed back with my sister (mam can't drive currently and we can't afford more taxis) for more tests.

The operation sounds quite scary- it's to stop this happening again but it could also make her worse.

I don't know why there were nurses on the reception desk but we would probably have been better off with a receptionist. Maybe she'd have been seen hours earlier.

OP posts:

TheReluctantCountess · 25/04/2020 12:40

They might not operate. My mum was in hospital for a while, waiting for the op, and then they decided against it.

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