"Unwelcoming welcome!"

Recently had a fall and what I thought was a sprained ankle. Treated at home with ice etc. Following morning, was worse and couldn’t weight bear so phoned NHS 24 who gave me a 2pm appt for minor injuries unit.

Attended ED @ 13:50hrs, told someone would collect me shortly. Collected along with a fellow attendee at 15:10hrs by a HCSW whose (verbatim) greeting was -  I know you think you have an appointment, but we just ignore them here. In future, do not phone NHS 24, just come to ED like everyone else who have waited in the queue. Not really fair if you are seen before people who have been waiting for hours.

I replied that I thought I was doing the right thing as every national campaign informs you to ensure you use the right service and not just turn up to ED. Also pointed out that there is a huge poster in ED that actually tells you sprains and possible fractures should not attend ED but go to minor injuries unit. Crosshouse don’t advise what I was told. Well someone needs to tell the local public that.

Cue the next waiting area, where we were told to wait again and just because you are through here doesn’t mean you’ll be seen. You’ll be fitted between other patients who have been here longer. The HCSW then proceeded to enter the room where ANPs were and announced loudly that the 2 appointments were outside but aware they’d have to wait.

I was astounded at the rudeness and lack of concern. The HCSW had seen I was in pain, got me a wheelchair to transport, but never to introduce theirself or ask was I in pain.

Seen by a lovely ANP at approx 15:45 and got my frustrations off my chest. They absolutely apologised for the way the info was conveyed but stated that the info was technically correct and there were people who attended ED hours ago and now waiting for Minor Injuries, so they were trying to be fair to everyone.

I subtly pointed out that I phoned at 9:30am and was told to attend at 2pm, so I had also actually waited over 4 hrs to be seen, only my wait was at home. They did agree with that and everything went swimmingly thereafter. I have to say they were fabulous. I left with a diagnosed broken foot and torn ligaments.

As a healthcare professional myself, I totally got every service user's frustration when using the NHS. I felt both berated and frustrated by the HCSW’s behaviour and am hoping the ANP took it on board and asked them to modify their responses.

Also, it’s not for me to say how a service should be run, but if management don’t want a process that is trying to schedule unscheduled care, they need to put that message out there and remove their advice displayed within their department.