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Care Opinion

My patient experience in A&E

Posted By Sam102

"My patient experience in A&E"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance

(as the patient),

I was unwell with chest pain, and an ambulance was called.  The Scottish ambulance staff were amazing,   very professional and attentive.   But it was a completely different story when I arrived at the Queen Elizabeth University Hospital.   There was a handover from one of the crew to a nurse in A& E, and it was decided to take me to resus, there again the crew member was giving a hand over and the nurse was quite dismissive of the technican. My blood pressure etc was taken and it was decided to move me back to the A&E department.

From there for nearly 2 hours no one came near. But the thing that was unpleasant was the two members of staff speaking about the conditions I have, one of them (A) was explaining that they had never heard of the condition, so the other staff member (B) explained what it was to them. A then replied explaining that I had a different condition, and staff member B said that wasn't right so A explained that the ambulance crew had informed them of this, and B said that's why they are ambulance drivers.

It was so unprofessional and I was not happy, My symptoms and conditions  were been dismissed without anyone speaking to me. I continued to be in pain and sick and no one came near. There was a senior member of staff there who I thought was more intrested in making sure they were within the KPIs regarding waiting times and cleaning the surfaces and talking inappropriately about consultants they had worked with. I have never done this in my life before, but I asked to go home before I had been seen.

The Senior member of staff then took the needle out my arm and left, not saying a word. This was the worst experience I have ever had in all the time I have used the NHS.

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 6 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 15/11/2017 at 12:15
Published on Care Opinion at 16:07

picture of Nicole McInally

Dear Sam 102

Please accept our apologies your experience within the A&E Department. I am concerned to read that you left before being seen, can you please contact me at Nicole.McInally@ggc.scot.nhs.uk with your personal details including your date of birth? Can you also quote the reference number: 434642?

In the meantime I will share your post with the staff in the A&E Department.

Thank you

Nicole

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Update posted by Sam102 (the patient)

I suppose I shouldn't be surprised, over 4 weeks now and still have not had any response what so ever from the Queen Elizabeth University Hospital.

Response from Julie Craik, Patient Experience Public Involvement Manager, Patient Experience Team, NHSGGC 5 years ago
Julie Craik
Patient Experience Public Involvement Manager, Patient Experience Team,
NHSGGC

Submitted on 09/07/2018 at 12:45
Published on Care Opinion at 14:04

Dear Sam102

As the director responsible for the hospital I must firstly apologise that it has taken so long to reply.

This simply got lost amongst other emails and clearly that should not have happened.

While I appreciate that this may be of little benefit to you now I would wish to advise that when we were made aware of your concerns the staff on duty were spoken to and I am sorry this feedback was not provided at that time. There was clearly a lack of insight from the staff that discussing your medical condition where you could hear them was inappropriate – they were genuinely interested however did not consider the impact on you

No-one should leave before their treatment has been completed and I am sorry that you were so upset this was the action you took. Staff have been reminded of the need to make sure that patients are kept up to date with any delays that might occur with diagnosis or treatment.

Thank you very much for highlighting your experience when attending the department and allowing us to review your attendance to improve future practice.

Regards

Anne Harkness

Director – South Sector

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