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Poor experience in triage

Posted By unhappynhsuser123

"Poor experience in triage"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as a relative),

My husband has been experiencing severe headaches for 8 weeks, worsening over the last 48 hours to the point he is unable to be in an upright position. He has been to the GP 3 times in 7 weeks, 2 courses of naproxen with zero effect, and referred for a CT which he is still awaiting with no timescale to be seen.

We attended A&E for the triage nurse to tell him to go home as they don’t know what he expects the A&E doctor to do, take paracetamol and ibuprofen and go back to the GP on Monday.

I work in the NHS and am fully aware how stretched the services are, we would not be in A&E, especially on a weekend, if we didn’t feel we had to be. He told the nurse he was not happy with the response as the headaches are debilitating and impacting his daily life. The nurse eventually came back and advised they would take bloods then offered more painkillers after I advised he hadn’t had anything since 2.15pm.

We feel he has not been listened to and palmed off as a minor headache which is not the case. It is not normal for a fit man in his early 30s to be unable to attend to his usual daily life and continually have to lie flat for the pain to go away. 

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Responses

Response from Karen Hughes, Senior Charge Nurse, Emergency Department and Minor Injuries Units, Queen Elizabeth University Hospital and New Victoria Hospital), NHS Greater Glasgow and Clyde last week
Karen Hughes
Senior Charge Nurse, Emergency Department and Minor Injuries Units, Queen Elizabeth University Hospital and New Victoria Hospital),
NHS Greater Glasgow and Clyde

Senior charge nurse & emergency nurse practitioner within the ED & Miu of the Queen Elizabeth University Hospital

Submitted on 07/11/2025 at 13:27
Published on Care Opinion at 13:27

picture of Karen Hughes

Dear unhappynhsuser123,

Thank you for taking the time to share your recent experience following your visit to our Emergency Department. I’m very sorry to hear about the severity and persistence of your husband’s headaches, and the distress this has caused both of you.

I am sorry that you felt his ongoing symptoms were not fully acknowledged. Every patient who attends our department should feel listened to, respected, and treated with compassion. I’m disappointed that this was not your experience.

I am reassured to hear that blood tests were taken and analgesia was offered, but I understand that the initial interaction left you feeling unsupported. Please know that we take all feedback seriously and use it to reflect on and improve our practice.

As Care Opinion does not share personal details, I would be grateful if you could contact me directly at karen.hughes@ggc.scot.nhs.uk with your husband’s name and the date of attendance. This will allow me to look into the matter further and ensure your concerns are properly addressed.

I sincerely hope your husband’s symptoms improve soon and that he receives the care and answers he needs.

Thank you again for bringing this to our attention.

with kind regards,

Karen

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