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I had never felt more embarrassed

Posted By filingfm84

"I had never felt more embarrassed"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as the patient),

I had to go to A&E because my body shut down and I was losing control of my breathing, pains down my left arm and I couldn’t properly feel my arms or legs and I was going through faint/dizzy spells. I was hyperventilating and experiencing a lot of panic as I didn’t understand what was happening to me.

The first member of staff I spoke to on reception was really helpful and calm. but as soon as I seen the triage nurse I was met with a barrage of laughter and asking why I was crying so much. I had never felt more embarrassed or a waste of space for coming to a place that I thought would tell me what is wrong with me or give me some guidance.

I found the rest of the reception staff very abrasive and I feel they handled quite a few serious situations in that wait room with complete ignorance.

I will not be going back there if I can.

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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 3 weeks ago
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 13:25
Published on Care Opinion at 13:25

picture of Karen Hughes

Dear filingfm84,

Thank you for taking the time to share your experience following your recent attendance to our Emergency Department. I’m very sorry to hear about the distressing symptoms you were experiencing and the impact this had on you, I appreciate how frightening and overwhelming this must have been.

I’m glad to hear that your initial interaction with reception was calm and supportive. However, I’m sorry that your experience with the triage nurse and other staff left you feeling embarrassed and dismissed, and you felt judged and made to feel like a burden when seeking help.

We take all feedback seriously, and I want to assure you that your concerns will be shared with the relevant team. Every patient deserves to be treated with dignity, compassion, and respect, and I’m sorry that this was not your experience throughout your visit.

If you feel comfortable doing so, I would be grateful if you could contact me directly at karen.hughes@ggc.scot.nhs.uk with your name and the date/time of your attendance. This will allow me to look into the matter further and ensure your feedback is addressed appropriately.

with very kind regards,

Karen

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