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"The way I was spoken to in A&E"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as the patient),

I had attended due to extreme pain and discoloured toes. The nurse at the entrance of a& e took my temp and asked me what I was there for. I proceeded to explain my problem and they were verbally abusive to me. I stated I had previous covid tests due to being unwell and they stated I was wasting resources having these tests and I also shouldn’t be going to the hospital, with my problem I should have waited till Monday. They acted very abrupt and rude. They embarrassed me in front of staff and other patients. I felt extremely demoralised and I also felt like crying after the way I was spoken too.

I then went into a& e and the triage nurse was also very rude. They asked me if I had needle marks as if I was a drug addict. I felt humiliated. They also dismissed my pain to my toes. I   then seen a dr who was lovely and treated me with respect.   I will never go to A& E again after this experience. I have suffered cancer twice and had other issues with my health and I have never been treated in this manner. My daughter is a nurse and she advised I should get it checked as it could be more serious if my circulation was affected.  


Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, Patient Experience and Public Involvement Team, NHS Greater Glasgow and Clyde last month
Nicole McInally
Patient Experience and Public Involvement Project Manager, Patient Experience and Public Involvement Team,
NHS Greater Glasgow and Clyde
Submitted on 05/02/2021 at 09:49
Published on Care Opinion at 09:49

picture of Nicole McInally

Dear Mrs R W

When visiting NHSGGC premises, or accessing service all our patients and their families should be treated with care, compassion and respect and I am very sorry that this was not your experience and for the upset this caused you. Please be assured that your comments have been shared with senior staff who will discuss this with the staff in A&E.

I am unsure from your story if this was explained to you at the time of your visit to A&E, but NHS Scotland has changed the way people access A&E services across Scotland. This is to help keep our patients and staff safe, and to ensure people get the right care in the right place at a time when there is increased pressure on our NHS.

With this change in place people with life-threatening conditions should still continue to go straight to A&E or call 999. However, to ensure patients have the fastest access to the treatment they need, anyone with a non-life threatening condition who would usually go to A&E should now call NHS 24 on 111. Patients will either be directly referred to A&E by NHS 24 or have a telephone or video consultation with a senior clinician.

It is important that if you think you have a genuine life threatening emergency you should still call 999 or attend A&E.

Please accept my sincere apologies for your experience and please do not let this deter you from accessing our services again in the future.

Kind Regards


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