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"Poor staff attitude"

About: University Hospital Hairmyres / Emergency Department

(as a relative),

My son, aged mid 20s, is a manual worker and sustained a work related head injury when a log fell on his head. His head was cut open, causing an external bleed, along with neurological symptoms such as dizziness, nausea and diplopia.

He attended the A&E department because he didn't want to drive - this could potentially have caused injury to himself and the public.

He got there at 9pm and was triaged at around 11pm.

He asked when he would be seen at 1.30am. The member of staff on reception told him it would be a while yet. My son pointed out that patients with sprained wrists etc. were being called, at which point the member of staff decided to insult and humiliate him. He was polite throughout.

The member of staff shouted loud enough for other patients to hear - this is an A&E department, not a first come first served service.

Are patients not permitted to ask legitimate questions? He'd been there for 4.5hrs so what made the member of staff think that he wanted to be seen first and that a head injury doesn't fall under the A&E remit? What is it about my son that made them think that it is acceptable to to shout at and insult him?

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Responses

Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire last month
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire
Submitted on 05/05/2025 at 21:28
Published on Care Opinion at 21:28


picture of Lise Axford

Dear Sikh

Thank you for taking time to share your son’s experience in A&E. I am sorry to read that after your son suffered a head injury he was spoken to in an unprofessional manner. This is not the standard of care and treatment that I would expect and I would like to offer my apologies to your son.

It was perfectly reasonable to ask how long he was likely to wait and this information should be discussed in a caring and appropriate manner.

I would like to look into this further and would be grateful if you would contact me directly with more detail.

lise.axford@lanarkshire.scot.nhs.uk

I hope to hear from you

Lise

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