"Upset at the way I was spoken to"

About: St John's Hospital / Accident & Emergency St John's Hospital Accident & Emergency EH54 6PP

Posted by Chris2736281047-910173749201 (as the patient), 2 years ago

I attended a+e last night and was redirected to a different service this morning within the a+e department. I understand why this was done as a+e was busy last night
I arrived this morning into the reception desk at a+e. And I was greeted by a very rude and unprofessional member of staff who accused me of not making an appointment for today who started shouting at me in front of other people in the waiting room and who was trying to refuse me care. As I was already up last night I had to explain for about 15mins that yes I was up last night but I was told to come back this morning. Then has told me to go get a seat and that I would been seen within 12 hours. I am absolutely disgusted and shaking from my experience. And if im honest I am upset at the way I was spoken to.

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Responses

Rachel Anderson

Clinical Director of Emergency Medicine, Accident & Emergency, St John's Hospital,

NHS Lothian

Submitted on 06/12/2022 at 15:58

Published on Care Opinion at 16:37

I'm sorry you had this experience this morning. Its difficult to really understand what actually happened without knowing the patient details and which staff were involved.
Signposting is a National policy in Scotland and is held up as good practice by the Scottish Department of Health. It is an integral part of the 'right care, right time, right place' policy. Sign posting is to try and help people to be seen by the appropriate healthcare professional so ensure the best care possible. I'm sorry if you felt this wasn't done sensitively today.
If you would like to make a formal complaint please go through the complaints service officially and we can look into the matter more carefully.

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Agnes Ritchie

Associate Nurse Director, St. John's Hospital & Princess Alexandra Eye Pavilion,

NHS Lothian

Submitted on 06/12/2022 at 17:07

Published on Care Opinion at 17:07

Hi, I am so sorry that your experience whilst attending the Emergency Department was not a positive one with a positive outcome for you. As described in the response above sign posting is a new policy/process re trying to get the patient to right place at the right time getting the right care. Part of this process though is also about having a communication that is clear, one that you understand and is polite. We strive to treat everyone with dignity and respect, and I apologise if this is not what you experienced.

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Louise Davies

Patient Experience Officer, Patient Experience Team,

NHS Lothian

Submitted on 06/12/2022 at 17:26

Published on Care Opinion at 17:26

Dear Chris2736281047-910173749201
I am sorry to hear of your poor experience in the A&E department at St John's Hospital, and that you found a member of staff to be rude and unprofessional towards you, causing you upset.
As per Dr Anderson's response, if you would like us to look into this situation further, please provide further details by contacting the Patient Experience Team. The email address is feedback@nhslothian.scot.nhs.uk.
Thank you
Louise

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