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Lack of support for my mum

Posted By neptunefc56

"Lack of support for my mum"

About: Queen Elizabeth University Hospital Glasgow / Neurology (Ward 53 and 67) Queen Elizabeth University Hospital Glasgow / Xrays and Scans

(as a relative),

My Mum recently had an appointment at the Institute of Neurological Sciences for a CT scan.  She was already anxious about the appointment and just hoping it would help give some answers for how she was feeling. 

She was called into the room as normal and got in the position to have the CT scan carried out.  When the CT scan was complete my Mum asked the staff in the room for some assistance to get up off of the CT scanner bed and onto her feet. One of the staff she asked for help turned to my Mum and asked her how she got out of bed in the morning and stood watching as my Mum struggled off of the bed and did not offer any assistance.

She would not have asked for help unless she needed it and I would have expected at least the smallest amount of compassion from NHS staff who are there to assist patients. 

Instead my Mum struggled, got up and let the appointment humiliated having been spoken to this way and left to struggle on her own.  This staff member has no idea of my Mum's circumstances at home, not that it should matter, in a caring profession if a patient asks for assistance/help, why is this not provided as a bare minimum. 

The other staff member in the room stayed silent the entire time and also didn't offer my Mum any assistance.  My Dad was at the appointment with my Mum to assist her, of course he cannot enter the CT scanning room.

 I have worked in the NHS and other care settings for many years, I am aware that all staff who work with patients are trained in safe moving and handling practices to ensure they are equipped with the knowledge to assist patients safely, why did this not happen on this occasion?

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 2 weeks ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 16/06/2025 at 10:48
Published on Care Opinion at 10:48

picture of Nicole McInally

Dear Neptunefc56

Thank you for sharing your Mum’s experience with us. We are very sorry to hear that she felt unsupported during her appointment, and we deeply regret that she was left to struggle when she had asked for help. We understand how upsetting this must have been for both her and your family.

Please know that we take this very seriously, and we will review this with the staff to ensure that all patients feel safe, respected, and cared for at every stage of their treatment. We appreciate you bringing this to our attention.

Please pass on our sincere apologies to your Mum.

Thank you

Nicole

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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 17/06/2025 at 09:20
Published on Care Opinion at 09:20

picture of Michael McCulloch

Dear Neptunefc56,

Thank you for taking the time to share your Mum’s experience following her recent appointment at the Institute of Neurological Sciences. We are very sorry to hear that she left the scan feeling distressed and unsupported, particularly after asking for help. We fully appreciate how upsetting and disappointing this must have been for both your Mum and your family.

Patients should always be treated with dignity, kindness, and respect - especially when feeling vulnerable. While staff are trained in safe patient moving and handling, it’s important that this is also delivered with compassion. We are sorry that this was not your Mum’s experience on the day.

Please be assured that we take feedback like this very seriously, and we will review your concerns with the staff involved to help ensure that patients feel safe, supported and cared for throughout their time with us.

Can you contact me with your Mum's details and appointment date - Michael.McCulloch2@nhs.scot

Thank you again for bringing this to our attention, and please do pass on our sincere apologies and best wishes to your Mum.

Kind regards,

Michael

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