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Felt unimportant at A&E

Posted By Patient and family

"Felt unimportant at A&E"

About: Emergency Department / Minor Injuries

(as a parent/guardian),

In the A&E waiting room... Felt unimportant. Was spoken to by reception staff in a very flippant way. No guidance on appropriate times and how the new computers worked.

Asked x2 for pain relief before eventually getting some... didn’t know where daughter was to be seen.

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Responses

Response from Julie Coyle, Senior Nurse - Emergency Care, University Hospital Wishaw, NHS Lanarkshire last week
Julie Coyle
Senior Nurse - Emergency Care, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 20/06/2025 at 11:05
Published on Care Opinion at 11:10

Dear Patient and family,

Thank you for taking the time to share your experience with us. I’m truly sorry to hear that your visit to our Emergency department left you feeling unimportant and unsupported—especially during what must have been a very stressful time for both you and your daughter.

It’s concerning to hear that our reception staff spoke to you in a flippant manner and that there was no guidance provided on waiting times or how to use the new check-in system. We understand how confusing and overwhelming that can be, particularly in an emergency setting.

I’m also very sorry that you had to ask more than once for pain relief and that you weren’t kept informed about where your daughter was being seen. No one should be left feeling anxious or in the dark.

Please know that your feedback is being taken seriously. We are committed to reviewing what happened and ensuring that our communication, compassion, and care meet the standards every patient and family deserves.

I hope your daughter is recovering well.

Best Wishes,

Julie.

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