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Really disappointed with the lack of compassion we received

Posted By SeptemberO2

"Really disappointed with the lack of compassion we received"

About: General practices in Tayside Whitehills Health & Community Care Centre / Minor Injuries

(as a relative),

My mum made her way up there earlier because she had chest tightness. She was hyperventilating and tearful. She had suffered panic attacks in the past and identified this. Because she was round the corner from Whitehills she went here to seek medical help.

I met her there and spoke to a HCA and the SCN.

I understand with chest pain you have to phone 999 but she was so desperate for help she wanted to go to MIU and knew it was a panic attack caused by her depression.

We (I) felt dismissed, lectured to, and made to feel really stupid. My mum was refusing to phone an ambulance to be told you can’t just turn up here. In the end my mum left without treatment and I ended up calling her GP to get an emergency appointment. My mum has depression and I’m glad it was me they had lectured because if they had taken that attitude with my mum with how she was feeling I know this would not have helped matters.

I understand your staff advise to call an ambulance. But I felt there was absolutely no care, compassion or even dignity. I had to explain out in front of everyone. I’ve left highly embarrassed and very angry that they refuse to treat people who have self presented. It is a hospital, I don't think they should be refusing treatment or turning people away. Surely they could have brought her in.

I went and spoke to my mum while they stood talking, which also added to the stress. It wasn’t until my mum was ready to leave they said to bring her in and they’d call an ambulance, which she refused. I spent almost an hour outside in the car with her talking and trying to calm her down.

I’m really disappointed with the lack of compassion we received from Forfar MIU.

Although I must praise mum's GP surgery.

I called the surgery and explained to a member of staff. They were able to fit me in with the duty doctor without an issue and even called to let me know they would call shortly. Now that is care and compassion. Perhaps Forfar staff could learn a thing or two from this surgery.

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Responses

Response from Victoria Sullivan, Project Manager, Elective Medicine, NHS Tayside about a year and a half ago
Victoria Sullivan
Project Manager, Elective Medicine,
NHS Tayside

Project manage and facilitate change programmes, transformation and service redesign across Elective Medicine services within NHS Tayside

Submitted on 02/11/2023 at 14:48
Published on Care Opinion at 14:48

picture of Victoria Sullivan

Dear SeptemberO2

Thank you for taking the time to share your feedback. I'm sorry to hear about your mum's experience at MIU and I'm sure the staff there will respond to you directly about this.

Feedback is very valuable to all areas of the NHS, so with regard to the feedback you've provided about your mum's care at your GP practice, I'm sure their staff will be very pleased to hear that your family's experience there has been positive. As each GP Practice is an independent business, we would recommend that you feedback your experience directly to the practice to allow this to be passed on to the staff. The Practice Manager can give you with details of how to provide this feedback to them, as per their Complaints and Feedback Policy.

With best wishes to you and your mum

Victoria Sullivan

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Catherine Carrie, Senior Nurse, NHST Out of Hours and Angus Minor Injury/Illness Unit, Angus Health & Social Care Partnership about a year and a half ago
Catherine Carrie
Senior Nurse, NHST Out of Hours and Angus Minor Injury/Illness Unit,
Angus Health & Social Care Partnership

Submitted on 09/11/2023 at 20:15
Published on Care Opinion on 10/11/2023 at 09:05

Dear SeptemberO2,

Thank you for leaving your feedback via Care Opinion. I do appreciate you taking the time to do this and I am very pleased your mum's GP practice were able to respond so quickly.

Please can I take this opportunity for making me aware of your experience and I am so sorry you and your mum's visit to Whitehills Minor Injury Unit was such a negative one.

Please can I assure we would never want anyone to feel this way or have this terrible experience. It is not normal practice for the Minor Injury Unit to turn people away or to refuse treatment. I am glad you were offered to come into the department as the nursing team cannot fully assess people who are not in the department.

Your comments have been shared with staff who have reflected on how this has made both you and your mum feel.

I do hope your mum is feeling better. Should you ever need to access urgent care for your mum or yourself in the future, all advice on how to do this can be found on NHS Inform. This will ensure you can access the right care in the right place at the right time, first time and often without the need to attend a Minor Injury Department.

Please accept my sincerest apologies and if you would like to discuss further please contact me on my email below, or alternatively you can contact the Complaints and Feedback team at NHS Tayside.

Kindest regards,

Catherine Carrie, Senior Nurse, Angus Minor Injury Units & NHS Tayside Out Of Hours

catherine.carrie@nhs.scot

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by SeptemberO2 (a relative)

Thank you for your direct quote of the model of care. I am aware that indeed the hope is to get the right care, at the right time but the right people, however. My mum was looking to seek help for a panic attack she was in a state and worst part is the Staff didn’t even come over and explain this with her. I’m thoroughly disappointed and extremely upset over this. The lack of support for people within the Forfar area for medical assistance is awful. It seems I’d be better off visiting a pharmacist who can be more assistance.

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