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"Awful interaction with a nurse"

About: University Hospital Wishaw / Emergency Department

(as the patient),

I visited Wishaw general A&E dept for the minor injuries on Tuesday 4th August to have a swollen ankle / heel looked at. Receptionist was lovely and I booked in and waited to be see . After approx 20 mins my name was called and a nurse saw me through . I explained what had happened and why I decided to visit and after examining me sent me to x ray - I explained on numerous occasions it wasn’t my ankle that the pain was it was my heel

But they insisted on an x ray on my ankle. Once I came back they were talking to another member of staff so I sat outside the office at the waiting area. The door was fully open and I heard them explain my visit to this colleague - my full name was discussed, my reason for visit- she proceeded to tell this staff member that 1. I advised my ankle was cut at point of injury (which it was) but I was lying as no cut seen I had explained it had healed 2. I was fat! - yes you read that correctly 3. I had driven myself to hospital so it couldn’t be that sore and 4. I was basically an inconvenience 

When they came out I explained I had heard everything and the attitude changed and suddenly was so nice wanting to show me my x ray and be kind to me.

I am a 37 year old grown woman and was made to feel like an inconvenience to someone whose job it is to care for people.

I am hurt, embarrassed and appalled with this and I will not be near Wishaw general again.

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Responses

Response from Andy Pender, Senior Nurse, Emergency Medicine, University Hospital Wishaw, NHS Lanarkshire 3 years ago
Andy Pender
Senior Nurse, Emergency Medicine, University Hospital Wishaw,
NHS Lanarkshire
Submitted on 10/08/2020 at 15:21
Published on Care Opinion at 15:21


picture of Andy Pender

Dear Gemmcm83,

Firstly I would like to apologise for the way you were made to feel and for the negative and unprofessional behaviour that you have experienced while attending the ED at University Hospital Wishaw.

It would be helpful for me if you could provide additional information so that I may investigate this and provide you with a targeted response.

I would be grateful if you could please contact the patient affairs team on 01698 366558 with additional information in order for me to follow this up.

I do hope that you are feeling better and the pain has subsided.

Thank you for raising this and I would like to reassure you that this is not the standard of behaviour that we would expect from any staff member.

Best wishes

Andy

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