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Poor attitude

Posted By Gfr1952

"Poor attitude"

About: University Hospital Hairmyres / Emergency Department

(as the patient),

I was at an appointment at the hospital where I didn't feel well now given my symptoms and my history staff thought I should attend A&E.

I attended A&E and booked in, a member of staff also accompanied me and gave details of what had happened.

I was called through and asked why I was there and that I don't need to be there as there was nothing wrong with me.

They asked me why was I brought round when there was no need and didn't I or the department know how busy A&E was.

They said I would get some bloods taken. I was then told to leave and go home, I was being discharged no bloods taken. I was left feeling like a fool and like I was a waste of time.

I understand they are under pressure but I feel the attitude was disgraceful 

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Responses

Response from Shirley-Ann O'Hare, Senior Nurse - Emergency Directorate, University Hospital Hairmyres, NHS Lanarkshire 2 weeks ago
Shirley-Ann O'Hare
Senior Nurse - Emergency Directorate, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 19/08/2025 at 13:22
Published on Care Opinion at 13:22

picture of Shirley-Ann O'Hare

Dear Gfr1952

Thank you for sharing your experience through Care Opinion.

Sorry to hear that staff members had a poor attitude when you attended the emergency department as this is not the standard of care that is expected.

I do expect staff to listen to patients concerns and I apologise this was not the case for yourself.

Hope you are feeling better.

Please allow us the opportunity to look into your attendance in more detail by contacting the patient affairs team through email on patientaffairs@lanarkshire.scot.nhs.uk or by telephone on 01698 752800.

Regards

Shirley-anne

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Update posted by Gfr1952 (the patient)

Thank you for your response.

The situation was uncalled for. And I now have fear there will be retaliation towards me if I put my name to a complaint. I know what happens when complaints are made.

I highlighted the issue in a forum that should hold them to account and think about they way they speak to patients.

This is the latest in mistakes made by the NHS, so why would I make things worse for myself by opening myself to retaliation?

Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire last week
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 21/08/2025 at 11:29
Published on Care Opinion at 11:29

picture of Lise Axford

Dear Gfr1952

I am sorry to read about your experience in A&E. As Shirley-anne says this is not the professional standard that we would expect and our apologies are extended to you.

I am very concerned that you feel there will be retaliation following a complaint. All complaints are treated with a fair and transparent approach snd we aim to learn and improve from all feedback.

As care opinion is anonymous we are unable to look into the situation you have described as we are unaware of the exact details. That is the reason for asking you to make contact. I am sorry if you feel you would make things worse for yourself by contacting. I would like to reassure you that this is not the case and am concerned that this is the perception of how complaints and issues are dealt with.

If you would like us to look into the situation you experienced then please do not hesitate to contact. If you decide not to do this, we will still share your comments with the wider team to reflect and learn from your experience.

Best wishes to you

Lise

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