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"Admitted to hospital"

About: Vale of Leven General Hospital / Acute Medical Receiving Unit Vale of Leven General Hospital / Medical Assessment Unit (MAU)

(as the patient),

When originally triaged at the Vale of Leven medical assessment unit MAU, the nurse that triaged me when I first arrived was abrupt and totally downplayed all of the issues and concerns I had been told to attend with, their lack of empathy for myself was disappointing and their clear lack of compassion was evident throughout!

The out of hours doctors GP on the other hand could not be any nicer and was clearly interested in my care and what they could do to assist and made sure I was made aware of my situation the whole time. 

When I was admitted overnight to the AMRU Ward 3, the care I received there could not be faulted one bit, all of the staff both overnight and into the next day shows the level of professionalism and care they put in with each patient they look after and deserve to be recognised for that every day, the nurse whinged myself could learn a few lessons by watching how colleagues treat patients.

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde last week
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde
Submitted on 13/10/2025 at 10:20
Published on Care Opinion at 10:20


picture of Nicole McInally

Dear AndSco

Thank you for taking the time to share your experience.


We’re sorry to hear that your initial triage at the Vale of Leven MAU left you feeling dismissed and unsupported. Compassion and empathy are central to the care we aim to provide, and it’s disappointing to learn that this wasn’t reflected in your first interaction.

We’re pleased, however, to hear that your experience with the out-of-hours GP and the team on AMRU Ward 3 was so positive. It’s encouraging to know that their professionalism and kindness made a real difference to your care, and we’ll make sure your kind words are shared with them.

Your feedback is important and will be shared with the relevant teams.

I hope you are feeling better.

Nicole

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