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"My experience was less than satisfactory and far from patient centered"

About: University Hospital Wishaw / Accident & Emergency

(as the patient),

I attended the hospital on the advice of my GP after a consultation in which I described pain in my chest and upper abdomen which was radiating through into my back. I arrived late in the morning and provided my details. I then waited approximately 2 hours before even getting assessed by a triage nurse. I was asked to take a seat in the waiting area again until called by a clinical support worker to have my blood taken and an ECG performed. I was asked to lie on the trolley while the equipment was gotten ready but on return, the staff member was more interested in the footwear I had on than the job in hand. 

When the support worker set about taking a blood sample, their hands were shaking and this did not fill me with confidence at all. Finally got the needle in place on the third attempt. I know staff have to learn but in my opinion this staff member wasn't experienced enough to be doing this procedure unsupervised. In order to attach the ECG leads, I had to remove my dress. I wasn't provided a sheet or blanket and was told to use my dress to cover myself with. I was then told me that the ECG printout was "normal" but I was not convinced that the staff member had the depth of knowledge to accurately read these results.

They left the room and returned with another staff member dressed in dark blue scrubs. I assumed this was a charge nurse. I was asked what my pain score was and when I responded, they left the room (I thought to source pain killers) but never did return. I was instead asked by the Clinical Support Worker to go back into the waiting room. I did this and waited approximately another hour before being called by a doctor who spoke to me as we trundled at speed down the corridor, but I struggled to keep up to see where I was being taken. 

When inside the cubicle, the doctor proceeded to ask me some questions about my pain (or should I say, shouted the questions as well as my past medical history for all to hear). I am not deaf. Information was missed out about my previous history and I couldn't even fill the blanks as there appeared to be a hurry as the questions were fired at me with little patience to hear me out in my responses. I don't feel I was able to give a full explanation of ALL of my symptoms. Meanwhile quickly sounded my chest and pressed my lower abdomen then said it was likely to be a viral thing or pleurisy. No further mention of either possible diagnosis later on. 

More blood was taken as it was explained the sample for a specific test had not been taken. Then sent me to have a chest x-ray. When I was walking back into the department, the same doctor was waiting in the corridor and asked me to wait on a chair in the seated waiting area near that entrance (I was under the impression this was for relatives and not patients). Before leaving me there I was told I would get some pain killers but about an hour later these had not arrived and I had to ask a passing nurse about them. 

Eventually, the doctor returned and while other patients and relatives sat beside me looking on, I was told what possible health problems had been ruled out but then told me "so if your pain continues, go back and see your GP". I was gobsmacked! Firstly, that they did not see fit to provide me with information in a private place and secondly, that they were not intending to do any further tests to ascertain what was causing my pain. Furthermore, I wasn't offered a chance to ask any questions, which I had, but would not have asked anyway given the lack of privacy I had. No check on whether the tablet I had been given, had actually provided any pain relief. No offer of any medication to take home. 

I feel that my experience was less than satisfactory and far from patient centred. Why?


Response from Faith McCrea, Service Manager, Emergency & Medical Services, University Hospital Wishaw, NHS Lanarkshire nearly 2 years ago
Faith McCrea
Service Manager, Emergency & Medical Services, University Hospital Wishaw,
NHS Lanarkshire
Submitted on 13/06/2019 at 12:49
Published on Care Opinion at 12:49

Dear Jwd19

I am sorry to hear of your experience attending our Emergency Department here at University Hospital Wishaw, at what must have been a very worrying time for you.

We have been experiencing high volumes of patients attending the department; however please be assured that we endeavour to ensure appropriate information and treatment to all patients at all times. In order to look at your experience I would appreciate if you could contact Yvonne Ross our Patient Affairs Manager on 01698 366558, with more information to allow us to be able to feedback to you.

I indeed hope that your health is improving

Kind regards


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