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"Concern regarding patient care within NHS"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency Queen Elizabeth University Hospital Glasgow / Xrays and Scans

(as a carer),

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. 

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Responses

Response from Michael McCulloch, Site Superintendent Radiographer - Imaging, Queen Elizabeth University Hospital, NHS Greater Glasgow and Clyde 2 weeks ago
Michael McCulloch
Site Superintendent Radiographer - Imaging, Queen Elizabeth University Hospital,
NHS Greater Glasgow and Clyde
Submitted on 20/05/2025 at 11:59
Published on Care Opinion at 11:59


picture of Michael McCulloch

Dear Care Provider,

Thank you for taking the time to share your recent experience at the Queen Elizabeth University Hospital. I was concerned to read your comments relating to the X-ray department and the way certain aspects of care were delivered.

We strive to maintain a high standard of professionalism and communication, and I’m sorry to hear that your experience may not have reflected this. I would appreciate the opportunity to understand more about what occurred, so that we can review the situation appropriately.

If you would be willing to get in touch with me directly, I would be grateful to speak with you further. I can be reached at 0141-452-3650 or by email at Michael.McCulloch2@nhs.scot.

I hope the gentleman you were in with is starting to make a recovery.

Thank you again for bringing this to our attention.

Best Wishes,

Michael

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde last week
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 27/05/2025 at 10:01
Published on Care Opinion at 10:01


picture of Nicole McInally

Dear Care Provider

Thank you for taking the time to share your experience at the Queen Elizabeth University Hospital’s A&E department. We regret that your visit did not meet the standards of care and compassion that we strive to provide. Please pass on our apologies to your friend.

We take concerns regarding communication, professionalism, and patient dignity very seriously. We will ensure these concerns are addressed with the relevant teams.

If you would like to discuss this further, can you please contact Collette Kilpatrick, (Clinical Service Manager, Emergency Care and Acute Receiving) by email? Collette's email address is: collette.kilpatrick@nhs.scot

Thank you

Nicole

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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 last week
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 28/05/2025 at 07:49
Published on Care Opinion at 07:49


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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