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No information or explanation

Posted By rustyd01

"No information or explanation"

About: Glasgow Royal Infirmary / Accident & Emergency

(as the patient),

After a GP visit, a minor injury unit visit and finally told to go to A&E we waited 7 hours to be seen for a faint and a split head. No head trauma assessment was carried out and majority of staff we saw were very dismissive and uninformative of what was happening. I completely understand the NHS is underfunded and the staff are overworked but it really felt like the staff I saw could not have cared less about those waiting. My partner was put in a gown and given a hospital band and was the only one in this area with this. There was no explanation of why or what the next steps were. I completely understand that staff are run off their feet but it all it takes is a few extra seconds to inform correctly.

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Responses

Response from Kristoffer Robertson, Clinical Services Manger, Emergency Department and Acute Assessment - North Sector, NHS Greater Glasgow and Clyde yesterday
Kristoffer Robertson
Clinical Services Manger, Emergency Department and Acute Assessment - North Sector,
NHS Greater Glasgow and Clyde

Submitted on 19/11/2025 at 13:49
Published on Care Opinion at 13:49

Thank you for taking the time to share your experience. I am truly sorry to hear about the long wait and the lack of communication you and your partner encountered during your visit. I completely understand how distressing this must have been, especially given the circumstances.

Your feedback highlights two important issues: the extended waiting time and the absence of clear explanations about what was happening and why certain steps were taken. While we are aware of the pressures on our services, this does not excuse the lack of communication you experienced. Every patient deserves to feel informed and cared for, and I regret that we fell short in this instance.

Clear communication is a priority, and we will reinforce this with staff.

If you would like to discuss this further or provide additional details, please feel free to contact me directly through the switchboard. Your feedback is invaluable in helping us make positive changes.

Thank you again for bringing this to our attention.

Best regards,
Kristoffer Robertson
Clinical Service Manager
Emergency Care and Acute Receiving

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