"Never witnessed such lack of care"

I recently attended the surgical assessment unit at the Queen Elizabeth University Hospital and I was in genuine disbelief at the utter lack of care shown by the staff I saw on shift. From a staff member showing people to scanning while looking at their phone saying follow that corridor, take a left, find the sign and check in, and then shut the door in my face before establishing if I’d even heard / understood what they said or even had the mobility to get there.

Whilst the nurse I saw was very pleasant they shouted every person from the waiting room by first name only causing confusion amongst everyone waiting and is using completely outdated practices for venipuncture. I overheard other staff being rude when speaking to people who have communication difficulties and making no effort to change their communication style other than shouting and getting frustrated. I felt one staff member we saw lacked knowledge on basic medications and spoke over patients whilst diminishing concerns and arguing with patients about their own health records. 

During my time in the department I witnessed a patient sitting for several hours in tears clearly in pain being repeatedly walked past by staff with no effort to comfort or reassure them. The patient was placed in a way where they were facing the rest of the waiting room allowing for no privacy. 

I left with less answers than I came with in the morning, wasn’t listened to, sent for inappropriate examinations rather than what I was originally sent for by GP, given conflicting blood results. Given follow up from a staff member of we can’t treat / find answers for everything here, you might just go home like this, and later given follow up by another staff member of coming back in 2 days if things haven’t settled with no plan for what would happen in 2 days that would be different today. 

I sat with a relative and we were absolutely appalled by the standards of “health care” shown on this day.