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"Hurt ankle - left hospital without treatment"

About: Royal Alexandra Hospital / Accident & Emergency

(as a service user),

When I hurt my ankle in December I didn't go to the hosp because I was scared. I have mental health issues. I again fell on the same ankle on sat so I decided to come up. From where I live I didn't know how to get to the Queen Elizabeth. I don't drive but have a free bus pass. It was easier for me to use this to get to here.

When in triage the nurse said I should be going to Queen Elizabeth. I felt they were abrupt and so was Dr.

The Dr offered me an x-ray but I said I wasn't going to bother as I felt rushed, embarrassed and talked down to all because I came here.

If I had money I would have gone to the Queen Elizabeth.

Mental health and no money this has been upsetting and after being a tax payer for 25 years until 6 years ago when I wasnt able to work due to a family member taking their own life. So thanks for nothing. I know we have a pandemic but there is no need to be talked down to, It made me feel like I was nothing.  

Responses

Response from Gerry McLaughlin, Lead Nurse, Emergency Care and Medical Services, NHSGGC 3 days ago
Gerry McLaughlin
Lead Nurse, Emergency Care and Medical Services,
NHSGGC
Submitted on 04/05/2021 at 13:31
Published on Care Opinion at 13:31


Dear Suskz55

Thank you taking the time to share your experience and allowing me to look into it on your behalf. Your openness about your health is greatly appreciated and how my team made you feel when you attended was of a standard well below what you should have expected.

I am truly sorry that you felt talked down to and embarrassed and I am genuinely upset that you were made to feel like you were nothing. This in no way reflects what we set out for our team to adopt when dealing with any patient, irrespective of their needs. We let you down and our approach was clearly not patient centred.

Please contact me direct by email at Gerry.mclaughlin@ggc.scot.nhs.uk should you wish to go through your concerns further. In the meantime, I will use your words to share with the whole Emergency Department team to ensure no other patient is made to feel the same way. I do hope this offers you a little reassurance that we have now listened to you. This will be displayed in the teams staff area for maximum impact.

Kind regards.

Gerry

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