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"Lost respect and lack of humanity"

About: Crosshouse Hospital / Endocrinology and Diabetes General practices in Ayrshire & Arran University Hospital Ayr / Endocrinology and Diabetes

(as the patient),

I am very upset by the medical practices this week and ended up having to hang up on a call as I felt that I was being abused over the phone myself. I have diabetes and on Monday I missed a call from my doctors, so I rang them back and was put through to a pharmacist.

I was informed that I was to stop two of my medications and that they would be unprescribed, I asked why and was told because my readings were running high. I asked if I shouldn’t have a consultation with the doctor before stopping the medication and was told I would be going onto insulin instead.

I again asked about a consultation, and I said I wasn't having a go at them and I called them "love" whereby I was interrupted and in an aggressive voice and told not to call them “love”.

I did not mean anything by this, it's a word that I use a lot but high offence was taken and I felt oppressed by this.

I therefore ended the call as we were not getting anywhere.

My wife rang later to explain and she was told that your husband needs to amend his speech!

As a note of point I received notification yesterday that I do in fact need to be put on insulin.

I also now have an appointment for the diabetes clinic at Ayr hospital, I have explained that I am unable to make my way there (this would involve buses and trains) and asked that the appointment be transferred to Crosshouse which I can attend. I was refused and so I will not be able to make this needed appointment.

I am in my late 60's and was diagnosed with diabetes at 50. I have not taken any medication at all now for several days, if they can not look me in the eye at a face to face appointment and explain everything to me then what is the point?

I believe that healthcare has lost respect for patients and lacks humanity.

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Responses

Response from Hazel Hynd, Acute Services Business Manager, University Hospital Ayr, NHS Ayrshire & Arran 2 years ago
Hazel Hynd
Acute Services Business Manager, University Hospital Ayr,
NHS Ayrshire & Arran
Submitted on 03/03/2023 at 16:39
Published on Care Opinion at 16:39


I am very sorry to hear about your recent experience. We do appreciate your feedback in order to help improve our service. If you would like me to look into this matter further on your behalf I would be very happy to do so. My name is Hazel Hynd and I am Business Manager for Acute Services at University Hospital Ayr. My email is hazel.hynd@aapct.scot.nhs.uk if you would like to get in touch.

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Response from Programme Lead, Governance and Assurance, Primary & Urgent Care, NHS Ayrshire & Arran 2 years ago
Submitted on 07/03/2023 at 12:24
Published on Care Opinion at 12:24


Dear Trappertj77

I am so very sorry to read of the experience you have described. The Primary Care team would be keen to link with your GP Practice to share your comments and identify any learning from your contact with the GP Practice staff.

If this is something you would like us to do, please can you email the below email address with your contact information and the name of the GP Practice concerned:

HSCPAdmin@east-ayrshire.gov.uk

I note that Hazel Hynd from Acute Services has also responded asking you to get in touch. If you would prefer just to send one email with your contact information and GP Practice name, Hazel and I can co-ordinate to ensure follow up.

Best wishes

Marie

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