"Grateful for care but let down"

About: Golden Jubilee National Hospital / Cardiac Surgery NHS 24 / NHS 24 (111 service) University Hospital Hairmyres / Cardiology University Hospital Hairmyres / Emergency Department University Hospital Hairmyres / Intensive Care Unit

(as a relative),

My Husband took ill in September 2024. He thought he had indigestion, we called NHS 24, this was a long process, they said they would send an ambulance, however, they called back to say there were none available.

I took him in the car to our Local A & E, Hairmyres Hospital on arrival we had a seat and then the Triage Nurse did an ECHO that didn’t show anything, they also did a Blood Test and sent him back to the waiting area. He was very restless, in pain and after a few hours said he was going home and not waiting to be told it was indigestion. Luckily they called him, he was told he’d had a Heart Attack.

He was took up to ICU, we were told he was very ill and his health deteriorated, he was put on a Balloon Machine and we were advised he needed either a Valve repair or replacement we were also told he’d had Pneumonia and that he was too ill to be moved to Golden Jubilee Hospital Glasgow to get a much needed operation.

He had his operation at the Golden Jubilee Hospital in October.  The operation was successful, he was given a valve replacement and Double Heart Bypass,  he was very ill and put into an induced Coma, he was on Life support for 10 days, it was touch and go for a while.

When he did wake up he was transferred to High Dependency Ward on the Friday.

I was very upset and my husband was very distressed as his mouth was full of sores (Thrush), his lips were dry and sore. We were advised that the Golden Jubilee only has 2 Part Time Speech Therapists and if one is off on Holiday/sick there is no cover as they both have other jobs. It was 5 days before he was seen. The nurses tried to help. My daughter is a trained Dental Nurse and she was very concerned as she is very well aware of mouth infections and how this could make him more ill. We found it unacceptable and unbelievable that after such good life saving surgery and care, peoples lives would be put in danger.

My family and I are so grateful for the Care my Husband was given by Both Hairmyres Hospital and Golden Jubilee Hospital especially both ICU UNITS, the care he was given was exceptional.

I do feel the system let him down when it came to his oral hygiene, as this could have put his Life in danger.

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Responses

Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire 4 days ago
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire
Submitted on 11/03/2025 at 08:41
Published on Care Opinion at 08:41


picture of Lise Axford

Dear Very grateful family

Thank you for taking the time to share your feedback regarding the care your husband received following his heart attack. This must have been a worrying and stressful time for him and of course yourself. Your husband has clearly been seriously ill and it is good to know that he received expert cardiac care. However, I am sorry to read that his oral hygiene was a concern. I will share this feedback to our critical care units to ensure there is learning.

I hope that your husband is recovering well from his surgery. Taking time to write after such a significant illness will be appreciated by all staff and I will share your comments widely across the Hairmyres team.

I wish your husband all the very best going forward. Best wishes to you and your family too.

Kind regards

Lise

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Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 3 days ago
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24
Submitted on 12/03/2025 at 16:56
Published on Care Opinion on 13/03/2025 at 09:38


Dear Very grateful family

Thank you for taking the time to share your story on Care Opinion, I appreciate this would have been a very worrying and frightening time for you, your husband and your family.

I note a few services tagged in your story, I reply on behalf of NHS 24. I am delighted to learn your husband’s surgery was a success, and that the hospital care he received in the ICU was exceptional. However, I did read with concern your feedback in relation to time taken to process your call to the 111 service. If you would like me to look into this further for you, can I please ask you to contact me at patient.experience@nhs24.scot.nhs.uk including your username.

Thank you again and please pass on our best wishes to your husband for his ongoing recovery.

Kind Regards

Laura

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Response from Paula McPhail, Feedback and Legal Co-ordinator, Clinical Governance, NHS Golden Jubilee 2 days ago
Paula McPhail
Feedback and Legal Co-ordinator, Clinical Governance,
NHS Golden Jubilee
Submitted on 13/03/2025 at 12:29
Published on Care Opinion at 12:29


Dear Very grateful family,

Thank you for sharing your experience regarding your husband’s recent heart attack. I am so sorry to read this and appreciate what a terrifying time this has been for you all. I am so pleased to read further on his surgery was a success at NHS Golden Jubilee. However, I am very saddened to read regarding his oral hygiene. The team would be very keen to look into this further to ensure we learn from this where possible. I would be very grateful if you would be willing to share your husband’s details with us either via telephone on 0141 951 5951, alternatively via email feedback@gjnh.scot.nhs.uk quoting your Care Opinion username.

I do hope your husband continues to recover well and I will be sure to also pass on your kind words to the Cardiac and ICU teams.

Regards

Paula

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