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Lack of respect towards patients

Posted By Care Provider

"Lack of respect towards patients"

About: New Victoria Hospital / Minor injuries unit

(as a relative),

Arrived at New Victoria minor injuries unit just after 5pm with my nephew. Waiting area fairly quiet. Member of staff on reception was very rude in manner to patients.

Nurse in charge came into waiting area at 5:37pm and asked member of staff on reception to hand out leaflets to anyone arriving to let them know that service closes at 9pm.  

Really awful attitude and complete lack of respect towards patients.  It was embarrassing to listen to and not an acceptable service from the NHS. 

There is a way to communicate with people that is respectful and civil and this was not what I witnessed.

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Responses

Response from Callum Lynch, Project Manager, Patient Experience Public Involvement, NHS Greater Glasgow and Clyde 2 months ago
Callum Lynch
Project Manager, Patient Experience Public Involvement,
NHS Greater Glasgow and Clyde

Submitted on 10/03/2025 at 11:15
Published on Care Opinion at 11:15

Dear Care Provider

I just want to apologise to you for what you have shared regarding communication and the lack of respect. I also apologise that this was uncomfortable for you and an uncomfortable experience overall. Please note, this has been flagged to the relevant staff.

Thank you for sharing this feedback. We value all feedback we receive.

Best wishes

Callum

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Response from Karen Hughes, Senior Charge Nurse, Emergency Department and Minor Injuries Units, Queen Elizabeth University Hospital and New Victoria Hospital), NHS Greater Glasgow and Clyde 2 months ago
Karen Hughes
Senior Charge Nurse, Emergency Department and Minor Injuries Units, Queen Elizabeth University Hospital and New Victoria Hospital),
NHS Greater Glasgow and Clyde

Senior charge nurse & emergency nurse practitioner within the ED & Miu of the Queen Elizabeth University Hospital

Submitted on 13/03/2025 at 12:55
Published on Care Opinion at 12:55

picture of Karen Hughes

Dear Care provider,

thank you for taking the time to submit a care opinion, I am sorry to read about the issues that you have raised, and I would like to apologise for this, as this experience is not what we aim to provide for patients in our care. Feedback is vital to help us learn and improve, if you would like to email me direct to - karen.hughes@ggc.scot.nhs.uk, with your name and date of attendance, I will look in to this further, as Care Opinion doesn't share personal details.

with kind regards,

Karen

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