"Concern regarding patient care within NHS"

Review of A&E at Glasgow Queen Elizabeth University Hospital – Evening in May 2025.

I attended A&E at Glasgow QEUH this evening with an elderly man who was brought by ambulance from home after a fall and serious head injury.  I was genuinely concerned by what I observed during my time there, particularly in the X-ray department and bays within A&E. 

There was a clear and troubling lack of respect and communication from staff to patients. I witnessed several patients being taken for X-rays without even a basic introduction from staff. Two radiographers came out, called names loudly, and proceeded to pull beds or wheelchairs into the X-ray room with no explanation or interaction — no "hello," no "my name is," nothing. This kind of impersonal treatment is unacceptable in a healthcare setting.  It was worse with the porters I saw, who were moving people back and forwards, not a single one spoke to a patient!

A pregnant staff member at the X-ray desk was seen moving beds and patients, which not only seemed risky for her health but also demonstrated a lack of support and consideration for staff wellbeing.  This staff member was pleasant and professional.  

Back in the A&E bed area, I observed five staff members standing around discussing how to manage the ongoing crisis in the department. Their solution was to open minor injuries and redeploy a doctor and another staff member, which may have been appropriate. However, the overall attitude and atmosphere among staff showed a serious lack of urgency and engagement.

Of the many staff I saw—likely around 50—only three stood out as professional, respectful, and genuinely patient-focused. Later that evening, three auxiliary staff arrived, and their first concern was ensuring they got their breaks, with no handover or discussion about patient care. It was incredibly disheartening to witness.

I understand the department is busy but there was a lack of leadership on the floor. There needs to be visible management presence — someone with authority and a genuine commitment to patient care who can observe, direct, and support staff effectively. Frontline workers need to be reminded of the values that underpin the NHS: dignity, compassion, communication, and care.

From porters to radiographers to A&E staff, I'd like to suggest more communication skills training is needed. Patients deserve to be treated as people, not as tasks to be processed.

This was not just disappointing — it was disgraceful. I sincerely hope this feedback prompts serious reflection and change.  Our NHS is a precious resource and it requires staff who are motivated and committed in their roles.