Text size

Theme

Language

"Behaviour of some staff"

About: Queen Elizabeth University Hospital Glasgow / Surgical Assessment Unit

(as the patient),

I am writing to raise serious concerns about the care I received at the Surgical Receiving Unit, which I can only describe as one of the worst experiences of my life.

Following recent blood tests that showed an elevated CRP level, I developed severe abdominal pain. I initially consulted my pharmacist and then contacted my GP. After examining me, my GP strongly suspected appendicitis and referred me to the Surgical Receiving Unit. By the time I arrived around 5pm, I was in such significant pain that I could no longer stand upright.

Upon arrival, I encountered three nurses engaged in conversation who ignored the doorbell for several minutes. When I was eventually admitted and explained the referral, the pain had become overwhelming. I was visibly distressed, crying and physically shaking. Although I was given morphine, it only partially managed the pain.

The ward environment was appalling: uncomfortably hot, with a strong and unpleasant odour of fish from the dinner service. The only available toilet, where I was asked to provide a urine sample, was in an unhygienic state and clearly had not been cleaned. No assistance was offered despite my difficulty moving. There was blood on the floor. There was no drinking water provided, and the chairs in the waiting area were entirely unsuitable for someone experiencing suspected appendicitis.

Despite being in obvious pain, I was left unattended for over four hours. The morphine wore off by around 10pm, and my pain intensified to a level I can only describe as unbearable. I informed the nursing staff multiple times that I believed something was seriously wrong and repeatedly asked for more pain relief. My distress was evident – I was crying and clearly deteriorating. Other patients expressed more concern than the nursing team.

When I asked a nurse for help, they consulted with a colleague. I overheard their colleague say, quite audibly - her bloods are fine, she’s just being dramatic. I was shocked. When they exited the room, I calmly told them I had heard the remark and found it completely inappropriate. Rather than address my concerns, they denied making the comment, accused me of shouting – which I was not – and proceeded to storm off and forcefully slam the double doors.

Thankfully, a doctor was alerted by another nurse. The doctor was compassionate, attentive, and exemplified the kind of care one should expect in such a setting. I explained that I no longer felt safe or comfortable remaining on the ward, and they were entirely understanding.

I am now at home, still in significant pain, and trying to process what happened. I have submitted a formal complaint. I find it completely unacceptable that this is the standard of care within a surgical receiving unit. I found the ward environment unsanitary and unfit for purpose, and the behaviour of some staff was not only unprofessional but actively harmful. 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Lisa Martin, Patient Experience and Public Involvement Manager, Patient Experience and Public Involvement Team, NHS Greater Glasgow and Clyde 5 hours ago
Lisa Martin
Patient Experience and Public Involvement Manager, Patient Experience and Public Involvement Team,
NHS Greater Glasgow and Clyde

Plan, design and deliver patient and user engagement opportunities

Submitted on 11/07/2025 at 12:14
Published on Care Opinion at 12:14


Dear empathyhh57,

Thank you for taking time to share your feedback with us. I'm very sorry to learn about your experience attending the Surgical Assessment Unit as this is not representative of the standard of care we aim to provide to patients in our care. You have told us that you have made a formal complaint; please be assured that this will be taken seriously and someone from our Complaints team will contact you directly to take this forward. If you have any questions about this process please do get in touch with us at ggc.patientexperience@nhs.scot and we can provide further assistance.

I hope you are feeling better very soon.

Lisa Martin,

Patient Experience Public Involvement Team.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Janis Young, Site Facilities Manager (Business), Facilities, NHS Greater Glasgow and Clyde 5 hours ago
Janis Young
Site Facilities Manager (Business), Facilities,
NHS Greater Glasgow and Clyde

Help with facilities services

Submitted on 11/07/2025 at 12:20
Published on Care Opinion at 12:21


picture of Janis Young

Dear Empathyhh57

We are sorry that you found the environment unsanitary and I would like to thank you for submitting this feedback so that we can rectify this. Unfortunately there is nothing that can be done to resolve the smell of food, but I shall ensure the Domestic Department review the staffing levels in the area so that the cleanliness issues can be resolved.

I hope your pain levels improve over time and you recover fully.

best wishes

Janis Young

Facilities Business Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Debbie Macintyre, Clinical Services Manager, General Surgery, Breast, Vascular, Trauma Ward (South), NHS Greater Glasgow and Clyde 3 hours ago
Debbie Macintyre
Clinical Services Manager, General Surgery, Breast, Vascular, Trauma Ward (South),
NHS Greater Glasgow and Clyde
Submitted on 11/07/2025 at 14:53
Published on Care Opinion at 14:53


picture of Debbie Macintyre

Dear Empathyhh57,

I am sorry to hear that you had such a difficult experience. If you have made a complaint this will be replied to formally and I can address the issues you have raised with the team directly.

Kind regards,

Debbie Macintyre

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k