Care Opinion

More respect for carers

Posted By Cat1963

"More respect for carers"

About: Northern Ireland Ambulance Service / Emergency ambulance response South West Acute Hospital / Emergency Care and Medicine Services South West Acute Hospital / Radiology

(as a carer),

My 88-yr-old mum had a fall at home. I was an hour away for a work commitment so my husband went to mum and called an ambulance. As always, superb service. 

As she had hit her head and is on blood thinners she was taken to the ED. Nurses all very pleasant and I was allowed to remain with mum as she is hard of hearing and doesn’t always retain information; nor does she tell medical staff everything!

Her treatment was excellent, the doctor we saw was very professional and thorough. Radiology staff were kind and respectful.

While waiting for X-ray/scan results I explained to a nurse that I was going to nip out to my office to collect my laptop and I would return. On my return I asked for access to the ED from the receptionist, who called the nurse. I was told visiting wasn't for an hour and I would have to wait in the waiting room. I asked why this was when I’d spent all afternoon with my mum.

After a period of time (I was annoyed!) I asked again, stating that my mum struggled to hear without her hearing aid and was told the Dr was with her and she was managing fine! I explained I was not happy that I wasn’t allowed to be present while the Dr was seeing mum as I’m expected to care for her and was being refused access to information I needed to know.

Eventually a nurse called me in. The nurse  couldn’t maintain eye contact with me. I then had to wait until the Dr was free to speak to me. The Dr commented on the fact they were surprised I hadn’t been there when they spoke to mum about her results. I explained the staff wouldn’t let me in.

Please be more respectful of the primary carer. It’s hard enough, exhausting and challenging. The Dr was delightful and kind, even assisting me to get mum to the car. I felt disappointed, as previous experiences in ED have been very positive.

Also, ED consultants are on SM regularly asking family carers to step up and take patients home. Please treat them as equal partners in care, not as an irritant! 

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Responses

Response from Ruairi Cummings, Graduate Intern, Quality & Safety Improvement, Northern Ireland Ambulance Service about a year and a half ago
Ruairi Cummings
Graduate Intern, Quality & Safety Improvement,
Northern Ireland Ambulance Service

Supports the Patient Experience Team

Submitted on 23/06/2023 at 10:40
Published on Care Opinion at 10:40

picture of Ruairi Cummings

Good morning Cat1963

I would like to begin by thanking you for taking the time to share your experience of the Northern Ireland Ambulance Service. It was reassuring to learn of your kind words towards the paramedics who came to administer help and assist your mother to the emergency department. As an organisation we are committed to consistently show compassion, professionalism and respect for the patients we care for.

I hope your mother is recovering well.

Best wishes

Ruairi Cummings

PPI Opportunities

The Northern Ireland Ambulance Service are currently developing a range of opportunities for Service Users, Carers and members of the public to inform the planning, delivery and evaluation of its service. To find our more please visit Current Opportunities - Engage (hscni.net) or email Neil Gillan at neil.gillan@nias.hscni.net

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Response from AnnMarie Conlon, Falls Integrated Pathway Co-Ordinator, Primary Care Older People, WHSCT about a year and a half ago
AnnMarie Conlon
Falls Integrated Pathway Co-Ordinator, Primary Care Older People,
WHSCT

Submitted on 23/06/2023 at 13:16
Published on Care Opinion at 13:23

picture of AnnMarie Conlon

Good morning Cat1963,

My name is Ann Marie Conlon, I am the Falls Integrated Pathway Co-ordinator within the Trust. Thank you for taking the time to share your experience of attending the Emergency Department with your mother following a fall.

I am pleased that you had a positive experience with staff in NIAS, radiology, reception and medicine when you attended ED. I am disappointed with your experience of nursing at the time of your visit, however note that on other occasions you have had a positive experience.

It is very difficult for patients who do not retain information to recall the outcome of communications with staff especially at a very stressful time for everyone following a fall. This difficulty is not helped with having a hearing impairment and not having a hearing aid.

It is very important to acknowledge the role of carers, involving them in the patients care with patient's consent to ensure that the service user receives the best possible care and follow up after a fall.

I hope that your mother is making a good recovery at this time. If you would like further information on managing falls risk or you wish to discuss falls prevention please contact the falls integrated pathway office on 02871610763.

In the meantime I will share the learning regarding the importance of involving carers especially when staff are providing services to vulnerable patient groups through staff forums.

Best wishes.

Ann Marie Conlon

PPI Opportunities

We are currently looking for interested members of the public to provide feedback on our Falls Prevention Resources. This can be someone who has had a fall, is at risk of a fall or someone who cares for a person who has had a fall and feels passionate about improving Falls Services and Resources in the Western Trust.

If this is something you would be interested in and would like more information on what is involved, please contact Úna McNaughton at involve@westerntrust.hscni.net or call on 07775993582.

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Update posted by Cat1963 (a carer)

Thank you for your response Ann Marie. We have been very proactive about fall prevention strategies in my mother’s home. My main area of concern is the exclusion of Carers from the ED even when the person they care for has consented to their presence.

The carers strategy albeit dated, promotes working in partnership with carers. My mum has a very small care package because of the commitment we make in supporting her at home. It is disappointing that to date there has been no response from SWAH ED nursing.

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