"First staff member we met was rude"

I was advised by my GP to go up to the hospital RAH Paisley as she was quite concerned about me. Due to a bad experience the last time I was very reluctant to go, but my GP assured me it would be okay. She would phone ahead and let them know about me and my complicated case, so I decided it would be best to go as I was feeling really unwell and thought it would be okay this time.

I am blind and disabled and have lots of medical problems so I need loads of help which my son provides. However on arriving at A&E admissions desk we were met by a very rude staff member who expected my son to leave me in the waiting room and go away and he would be called later.

He tried to explain that the doctor had phoned ahead and sorted things out with the senior nurse but they wouldn’t listen to anything that was being said, just kept shouting out loud it wouldn’t be happening. They showed no empathy or kindness and embarrassed us. It upset me as everyone in waiting room could hear.

I don’t think we heard this staff member speak nicely or kindly to anyone and I felt their manner at the desk was a disgrace when they are working with the public. Coming to hospital is scary enough without being treated like that.

Someone from A&E came out and we explained the situation to them. They were nice and took us round to SATA (Specialist Assessment and Treatment), I don’t know if that’s the right name, however the staff there couldn’t have been any nicer and more thoughtful and caring. I was seen by a Dr Cairns who was exceptional. He was very thorough and looked after me well while I was there, he sent me for X-rays and the staff there were also lovely. He was so kind and thoughtful I can’t thank him enough.

The staff were all lovely too. I was looked after by a lovely nurse Mayu. I don’t know if that’s how she spells her name but she was very good. It only takes one person to spoil a well-run department and this starts as soon as you enter the hospital and the treatment we received was awful.

I wouldn’t go back to hospital because of the way I was treated the last time but thanks to SATA Unit on Friday the treatment was exceptional by everyone especially Dr Cairns who made my short stay positive.