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Made us feel like an inconvenience

Posted By Febja54

"Made us feel like an inconvenience"

About: University Hospital Wishaw / Radiology

(as a relative),

My husband attended the Mobile CT Van at the side of UHW recently for a CT scan appointment. I was with him. We knocked on the door as instructed and the door was opened by a member of staff.  I'm still so annoyed and disappointed at the welcome....it was non existent.  No hello, good morning, nothing.  Asked for my husband's name and date of birth in a manner that made us feel like an inconvenience.  My husband and I just looked at each other in disbelief.  The second member of staff wasn't any better, hardly, turned their head from their desk.  I'm an NHS member of staff and can't quite believe that another NHS colleague would think it is acceptable to treat a patient, who may be extremely worried or nervous, in this way.  In no way does this align with the values of NHS Lanarkshire. First impressions count, a little common courtesy and decency goes a long way.  

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Responses

Response from Sara Riddell, Deputy Radiology Service Manager, University Hospital Wishaw, NHS Lanarkshire last month
Sara Riddell
Deputy Radiology Service Manager, University Hospital Wishaw,
NHS Lanarkshire

Radiology Department Manager

Submitted on 17/09/2025 at 14:57
Published on Care Opinion at 14:57

Dear Febja54

Firstly apologies for not replying sooner - there were technical issues that prevented me from accessing your feedback.

I'm so sorry and disappointed to hear of the poor experience when attending the CT Van

with your husband. The Van has been provided by Scottish Government to tackle the long waiting times for Out Patient CT scans and is run by an external company to the NHS.

The treatment you experienced certainly falls short of our NHS Lanarkshire Values which is embedded in the the care and compassion of our own NHS staff in radiology.

I have fed back your comments to the company who staff the CT Van who are equally

disappointed to hear of this poor experience.and treatment. For them to fully investigate and address the issue with the staff concerned I would be grateful if you could contact patientaffairs@lanarkshire.scot.nhs.uk with your personal details and the date and time your husband attended. This will allow them and us to provide a more comprehensive and detailed response to your complaint.

I truly hope you and your husband are ok. Once again I apologise profusely for your poor treatment and the upset this has caused.

With warm wishes

Sara

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