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Angry with treatment at discharge

Posted By Two Hoots

"Angry with treatment at discharge"

About: University Hospital Hairmyres / Emergency Department University Hospital Hairmyres / Medical Assessment Unit

(as a relative),

My elderly mum was discharged from hospital without anyone contacting myself. She was wheeled to the discharge area in her pyjamas and had to change in to her clothes in a toilet.

After waiting in the discharge room for some time, Mum called me to ask if I had been contacted by someone from the ward to let me know she was being discharged.

Mum's overall care in A&E and in Ward 2 Hairmyres was good, however I am very disappointed and angry with how she was treated at discharge.

In my opinion this is a huge failing and something which needs to be addressed.

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Responses

Response from Shirley-Ann O'Hare, Senior Nurse - Emergency Directorate, University Hospital Hairmyres, NHS Lanarkshire last week
Shirley-Ann O'Hare
Senior Nurse - Emergency Directorate, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 07/04/2025 at 15:50
Published on Care Opinion at 15:50

picture of Shirley-Ann O'Hare

Dear Two Hoots

Thank you for taking the time in sharing your experience on Care Opinion.

I’m sorry to hear that you we’re not informed regarding your mother being discharged home and transferred to the discharge lounge.

I would expect staff members to communicate this with the patients next of kin and I apologise this was not the case for yourself and your mother.

All patients who are able will be transferred to the discharge lounge to wait for their discharge prescription and / or transport, apologise this was not explained to you or your mother on admission.

Hope your mother is recovering well at home.

Please allow us the opportunity to look into your attendance in more detail by contacting our patient affairs team through email on patientaffairs@lanarkshire.scot.nhs.uk.

Kind Regards

Shirley-anne

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Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire last week
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 07/04/2025 at 17:07
Published on Care Opinion at 17:07

picture of Lise Axford

Dear Two Hoots

I am sorry to read that your mum was transferred to the discharge lounge in her pyjamas and had to get changed in a toilet. I would expect patients to be changed appropriately prior to transfer to the lounge. Please accept my sincere apologies and pass these on to your mum.

I will remind staff of the standards expected in discharge planning and apologise again for the distress caused.

As Shirley-anne says, we are happy to look into this in further detail.

Kind regards

Lise

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