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Lack of care and empathy

Posted By LChristie

"Lack of care and empathy"

About: Emergency Medicine / Minor Injuries Unit Scottish Ambulance Service / Emergency Ambulance

(as a relative),

I am so unbelievable disappointed of the way my relative was treated after a fall. The ambulance took hours (which isn't unusual these days) and when she finally got to A+E after a fall they left her in a corridor and didn't even tend to her wound which needed cleaned and had grit and dirt in it. A+E discharged an old disabled woman from A+E at 5am alone, with no family in the city to get her home.

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Responses

Response from Catherine Kim, Service Manager, Unscheduled Care, NHS Grampian last month
Catherine Kim
Service Manager, Unscheduled Care,
NHS Grampian

Submitted on 17/09/2025 at 23:18
Published on Care Opinion at 23:18

Dear LChristie,

I am very sorry to read of your relative's experience, this is not the experience the ED would wish for any of its patients, especially those who are vulnerable. I would be keen to investigate this incident further. If you would like this to be further investigated, please contact me directly via email catherine.kim@nhs.scot.

I hope to hear from you soon.

Best wishes,

Catherine Kim

ED Service Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Marie Kennedy, Patient Experience Manager, Corporate Affairs, Scottish Ambulance Service last month
Marie Kennedy
Patient Experience Manager, Corporate Affairs,
Scottish Ambulance Service

Submitted on 18/09/2025 at 16:17
Published on Care Opinion at 16:17

picture of Marie Kennedy

Dear LChristie,

Thank you for getting in touch to share your concerns. Similar to Catherine I'm really sorry to read about your relatives poor experience. I see that your feedback relates to a number of services. I'm responding on behalf of the Scottish Ambulance Service.

I’m very sorry for the distress and disappointment caused. To help us investigate this further, could you please provide the date, time and location of the incident, along with any other details you feel are relevant. This will allow us to look into your concerns appropriately. Can these please be emailed to sas.feedback@nhs.scot.

I hope to hear from you soon.

Best wishes,

Marie

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