"Lack of patient-centred care"

I recently had occasion to call for an ambulance for my elderly father, who is in his 80s and is normally of good health.

The ambulance crew were fantastic and realised that he required to go to our local ED department and they conveyed him there in as much comfort as they could, ensuring that he was aware at all times what was happening to him. On arrival at GRI ED department, we were in a queue as they were busy, and again, the ambulance crew kept us updated at all times.

He was then triage by the Triage Nurse who upon meeting him, introduced herself and listened to what had happened and then carried out her assessment, explaining to my father what she was doing and why.

We were then moved through to GRI Majors area, and this is where things went downhill. He was in a bay - this bay was in fact a space round the Major area in the corridor, with absolutely no privacy nor dignity for any treatment he may receive here.

He met two nurses while in this area, neither of whom introduced themselves to him, nor advised what they were doing, merely asked for his arm, which turned out, was to take his BP.

He was then moved into a bay and met another three nurses, none of whom again introduced themselves or explained what they were doing or why. There was no care nor compassion. In fact, I enquired where my father's patient-centred care was, as there was no involving him in anything, in fact from the nursing team, other than take his BP, temperature and once told us the doctors were busy, did not communicate anything to my father.

We did not understand that qualified clinical nursing staff, attending to him: (1) did not introducing themselves, (2) did not enquire how he liked to be addressed, (3) did not inform him of what they were doing or why, (4) did not enquire how he was and if he needed anything, including any personal care!

Had I not been there, I struggle to think how he would have been treated. Once I mentioned patient-centred care, the nurse I mentioned this to spoke to the whole department about this, and that I was not happy with his care. They did then apologise for this, but this should not have happened in the first place, he should have been treated with dignity, respect, involved in all decisions about himself.

I could go on, as it was all lacking from the Nursing Staff who were involved with my father in GRI ED Majors on that evening, after we left the triage nurse area.