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I felt there was no care or compassion

Posted By Gpj 16

"I felt there was no care or compassion"

About: University Hospital Hairmyres / Urology

(as the patient),

I attended hairmyres outpatients appointments and I have to say it has been one of the worst experiences of my life by the treatment of the nurse who initially dealt with me! I felt there was no care or compassion and they spoke to myself as if I was a silly wee girl.

Very annoyed that this happened and embarrassed by this persons behaviour not a very good image for the NHS at all!

However on a positive note the consultant was lovely and put me at ease as did the other nurse who came to take over and was present throughout the consultation when I made it aware I was not happy with the manner in which the initial nurse had spoken to me!

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Responses

Response from Gwen MacIntyre, Senior Nurse for the Care of the Elderly, University Hospital Hairmyres, NHS Lanarkshire 7 years ago
Gwen MacIntyre
Senior Nurse for the Care of the Elderly, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 11/01/2017 at 00:04
Published on Care Opinion at 09:13

picture of Gwen MacIntyre

Dear Gpj 16,

I am truly sorry you had this experience and I want to assure you this is not the person centred approach I would expect from any of our staff.

We endeavour to provide care and compassion in a dignified manner which we have fallen short of on this occasion and in doing so we have failed to uphold our own values set out by NHS Lanarkshire.

Can I ask for your assistance to avoid this situation arising again and request that you contact me on 01355 584664 so that I can garner more details as I am keen to pursue this matter further.

Kind regards

Gwen

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Response from Gwen MacIntyre, Senior Nurse for the Care of the Elderly, University Hospital Hairmyres, NHS Lanarkshire 7 years ago
Gwen MacIntyre
Senior Nurse for the Care of the Elderly, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 18/01/2017 at 17:44
Published on Care Opinion at 21:41

picture of Gwen MacIntyre

Dear Gpj16,

Thank you for getting in touch earlier today, the information you provided helped me to clarify your experience.

Once again I'd like to apologize for any upset caused and reassure you that we are reminding all staff of our values in NHS Lanarkshire.

I met with staff from Urology OPD and the Senior Charge Nurse this afternoon to discuss dignity along with care and compassion for all our patients and relatives.

Staff have pledged to be mindful of their behaviour and attitudes to avoid any future issues. Thank you for giving us the opportunity to address concerns and I hope you will see a difference should you have to visit us again.

Kind Regards

Gwen

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