"Attitude of staff member"

I’m a Type 2 Diabetic and, as a result, must attend Ophthalmology clinic for treatment for Macular Oedema in both eyes. The Treatment has been ongoing for over a year and is making an improvement.

I must travel from Coatbridge to Hairmyres which is some distance away and would take over 2 hours by public transport to attend and up to £60 by taxi. From what I gather, this treatment is only available at this hospital in Lanarkshire.

There was a volunteer driver service available (Getting Better Together) which I used on numerous occasions, with no issues, however this service has been discontinued and I have no other means of personal transport available.

I found the member of staff I spoke to on reception not as pleasant and friendly as previous members of staff I've dealt with.

I give the usual DOB, address, Doctors Practice and mobile number. It’s worth noting here – they have my contact details.

My first encounter was last year with the nurse who administers the injections, I couldn’t name her as she wasn’t wearing her name badge, none of the nurses were wearing ID badges that day or recently.

A comment was made about her colleague who I had addressed as she – this irritated her and she wanted to know, in no uncertain terms, who I was referring to, and I was told that she had a name. I pointed out that I didn’t know her name as I wasn’t introduced to her, nor was her name badge visible. I couldn’t identify her properly, hence she. This infuriated the nurse, who stormed out the room, banging my leg with the door with no apology. 

I approached for my next appointment via the reception, carrying out the same procedure as described – no pleasantries exchanged.

I was asked at my appointment by the Nurse if I came to the appointment via Patient Transport? – the correct answer was no.

I was advised that they had me down on their list as Patient Transport.

It’s worth noting that since June this year I was advised to use Patient Transport as the volunteer service was withdrawn due to lack of funding. Patient Transport advised that if I make my own way to hospital for the treatment, they would return me home.

Unfortunately, it must be this way as it is stipulated I’m not allowed to drive until the next day following the treatment.

On the first occasion with the new transport procedure, I was advised to wait out in the main hall where I asked the member of staff on reception where to go. I was told that I sit in the waiting area and they will come and get me. So, I sat for a long time with no one appearing or calling my name. I then left and made my own way home only to receive a phone call asking where I was. I explained that I’d waited for 2 hours until eventually I made my own way home. Apparently, they had gone to the eye clinic seeking my presence only to be advised that I had left. At this point no phone calls were made to me, from the department itself, no calls into the foyer for my presence were made despite having my contact details.

At my most recent appointment, following treatment I again went to the waiting area in the main foyer, as previously instructed, to wait on Patient Transport to return me home. By 11.30 am no-one had called my name for Patient Transport and I approached the main reception to ask if they had access to a photocopier as I was going to leave proof that I had attended as I wanted Patient Transport to know that I was at the hospital and had been waiting as instructed. I was redirected to the main Eye Clinic reception.

I asked the reception there if they could take a copy of my letter and a copy of my driving licence to leave with them to identify that I had been and that I was about to leave – this was now just after 11.30 am.

I was informed by a member of staff on reception that they were informed that I had left the premises at least 2 hours ago and was no longer present and that Patient Transport had called for me – really??? I’m in main reception and can absolutely ascertain that no-one called my name. 

I asked who told them I had already left and was told that I wasn’t on patient transport, therefore was not down for uplift.

The nurse who did my injection explained -  I asked you did you come in by patient transport and you said no, which is correct as already explained – I make my own way there as I can see okay and leave via Patient Transport following administering of the treatment.

The  member of staff on reception threw my copies down on the counter, saying that they don't need them, and I’m reminded by Nurse of Zero Tolerance – no bad language was used or expressed at any time by myself!

Instead, I feel like I’m being challenged to a staring match from the Nurse who won’t back down. They had caused the problem in the first place by providing incorrect detail to the receptionist.

As I leave, I overhear the nurse comment to staff -  The next time he comes back... Not sure what was being implied here?

Worse still, because of these mix-ups in communication, I’m no longer allowed Patient Transport and, as a result, each journey will now cost me £60 per appointment travel. This is an extreme expense as I’m currently unemployed and searching for a job.

I must emphasise the stress this has caused and that I have lost confidence in the department and am reluctant to return for future appointments if this nurse is the injectionist.