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Care Opinion

I found the lack of concern or empathy appalling

Posted By Twinmummy

"I found the lack of concern or empathy appalling"

About: University Hospital Wishaw / Emergency Department

(as a service user),

I was recently taken to A&E at Wishaw via 999 with a suspected MI. I was left in the waiting area and on occasions had to lie on the floor as I felt unwell, I reported it to the reception staff and no one came to see if I was OK. I have had a previous stemi.

When I saw the doctor they stated that because of the episodes in the waiting area I would need my bloods rechecked to ensure I hadn't suffered another MI. When I explained what happened in the waiting area, the fact no on came to check on me, and I wasn't comfortable sitting back out there again, the doctor informed me that there was no option as there were no beds. They did not appear concerned of what had just transpired. 

Given my recent history and why I was waiting to be seen for, I found the lack of concern or empathy appalling. The receptionist told me not to lie on the floor!

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Responses

Response from Jennifer Montgomery, Improvement Coordinator, Quality Directorate, NHS Lanarkshire 2 months ago
Jennifer Montgomery
Improvement Coordinator, Quality Directorate,
NHS Lanarkshire

Operational Lead for Care Opinion in NHS Lanarkshire

Submitted on 06/02/2024 at 18:43
Published on Care Opinion at 18:43

picture of Jennifer Montgomery

Dear Twinmummy,

Thank you for taking the time to share your experience of University Hospital Wishaw, Emergency Department.

I am sorry to hear that you were very unwell and this caused you to attend hospital. I am also sorry to hear that you had to lie on the floor while waiting. Given your history with previous MI and STEMI as you have advised, this must have been a very frightening time for you. As you will be aware our Emergency Departments are under immense pressure at the moment but our staff are trying to manage the waiting times as best as possible. I am disappointed to read that no one came to check on you while you were waiting.

Please could I ask that you contact our Patient Affairs team at University Hospital Wishaw so that they can look into this further for you and provide a personal response? I have included their contact details below.

PatientAffairs.Wishaw@lanarkshire.scot.nhs.uk

Tel no 01698 366 558

Kind Regards,

Jenni

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

Update posted by Twinmummy (a service user)

Thank you for your response

I will contact patient affairs. It wasn't the waiting time, which was the concern, it was the complete lack of concern and regard for my wellbeing given my history and reason why I was at a&e. A nurse actually looked at me whilst I was lying on the floor, yet never came over too ask if I was OK.

It's unacceptable

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