"Reception at Glasgow's Riverside Community Mental Health Centre"

About: Riverside Resource Centre

(as the patient),

I understand that the staff in this health centre is rather busy. However, it is not acceptable to treat patients with rudeness or ill intention.

I phoned their reception today to chase up some information regarding my treatment plan.The receptionist explained that there was no one available to provide information as they kept repeating how busy they were, then proceeded to tell me that a nurse would be in touch with me "if they had time". I asked what this meant and if I should expect a phone call or not, and got the response that they could not give me any guarantees in the same way they could not guarantee that "someone would have dinner tonight or not". Comments of this nature are not necessary and could trigger a person with mental health difficulties. You know, the type of person you are being paid to support and provide a service to.

When I let the receptionist know that this was outrageous behaviour, they went quiet and finally put the nurse on the phone. Unfortunately, I was in tears and extremely upset so I ended up hanging up. I suffer from severe anxiety and this episode has made me feel extremely unwell to the point of not wanting anything to do with your services anymore. Take some pride in your work and stop mistreating patients. We are not all rude or demanding, we simply want to get the help that we deserve.

Responses

Response from Sheila Dickson RGN BSc, Patient Experience & Public Involvement Project Manager, Patient Experience & Public Involvement, NHSGGC

picture of Sheila Dickson  RGN BSc


Dear Glasgow Patient.

I am so very sorry to hear of your recent experience when contacting riverside Resource Centre. This is by no means the attitude and behaviour that we would expect from the staff and I apologise most sincerely. I shall pass on your comments to the Service Manager.

I very much hope that this shall not be repeated and urge you to continue to engage with the service in order that you can receive the help that you require, ensuring that your anxiety can be treated allowing you to feel better.

Once again my apologies, please look after yourself.

Regards

Sheila

  • Glasgow Patient thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

Update posted by Glasgow Patient (the patient)

Dear Sheila,

Thank you kindly for taking this seriously. It really means a lot to get a response.

I have recently moved to a different area of Glasgow so I will be registering with a new mental health team.

;