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Care Opinion

A&E Hairmyres

Posted By bravohr34

"A&E Hairmyres"

About: NHS 24 / NHS 24 (111 service) University Hospital Hairmyres / Emergency Department

(as a service user),

I scalded my hand on some boiling kettle water. I took some paracetamol and ran under cold water, however, every time I removed my hand it felt as though it was on fire in spite of the painkillers. Referencing the NHS website, it said call for further advice for burns to a hand so I did. After speaking with the call handler I was advised to attend Hairmyres A&E right away.

I want to be very clear - I explicitly stated multiple times to the call handler that I had no blistering and only minimal swelling/redness but that it was quite sore and I just wanted some guidance. 

So we dragged our toddler out of bed at 11 p.m. to attend. The wait time wasn’t bad at all, around an hour. The nurse who saw me was just beyond rude. They said I shouldn’t be in A&E, and that they wouldn’t even consider it a minor injury (which medically may be true, but when someone is crying in pain as you examine them it’s probably not the right way to approach it). I asked them what I had done wrong, they said NHS24 had sent me here because they must have thought I had a big blistered hand. I said that would be surprising given I’d been very clear and honest in my assessment to them. It was very clear they believed I had exaggerated my injury. 

So after five minutes I was told to go home and take painkillers. Why this couldn’t have been done over the phone is just crazy. I followed guidance only to be made to feel like I was wasting everyone’s time. It’s upsetting to be made to feel like a liar when in pain. The NHS is under so much pressure and I fully understand that, but please don’t berate patients for following advice given by your 24 hour service. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 15 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 10/01/2023 at 21:24
Published on Care Opinion at 21:24

picture of Shona Lawrence

Dear bravohr34

Thank you so much for sharing your experience on Care Opinion.

I'm sorry to hear you had such a negative experience when seeking medical attention for your burn. It sounds like you were in a significant amount of pain and were clearly following the advice provided by NHS 24. It is understandable that you feel upset and frustrated and I am sorry for this. I am also sorry you had to take your little one out so late at night.

It would be good to have the opportunity to explore your contact with NHS 24. If you would be kind enough to contact me directly with some additional detail, I would be pleased to arrange this. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

My colleagues within NHS Lanarkshire are best placed to respond to you in relation to the care you received within A&E.

I do hope to hear from you further as would allow us an opportunity to better understand how your call to 111 was managed.

I hope your burn is not too debilitating. A hand injury can be particularly problematic and I wish you well.

Thanks again and best wishes meantime.

Shona

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Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire 15 months ago
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 11/01/2023 at 09:13
Published on Care Opinion at 09:13

picture of Lise Axford

Dear bravohr34

I am sorry to hear about your negative experience when attending Accident and Emergency after scalding your hand. I would expect staff to be professional and caring at all times irrespective of the reason for attending. Please accept my apologies if this was not the case.

I will share your comments with the staff involved in your care in Accident and Emergency and ask them to reflect on your experience. Feedback is very important to us and it is important for us to learn and understand how actions and comments have made you feel.

I hope that you are recovering well.

Kind Regards

Lise

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