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"A complete waste of everyone’s time"

About: University Hospital Monklands / Acute Medical Receiving Unit

(as a service user),

I was admitted due to possible post-surgical infection. The staff were the rudest staff I have ever come across in all my time being treated for a cardiac condition. I received absolutely no bed side manner, no communication. I understand resources are stretched, but I just cannot understand how you can be so rude. I wish it was an isolated case with an individual nurse but each one I dealt with was as uncaring as the next. The doctor who done the rounds spoke to me as if I was a 3 year old toddler that had no concept of my condition or medical terminology. The whole admission and stay was a complete and utter waste of everyone’s time and could have been resolved with a bit more communication at the time decisions were made. 

I’ve never been made feel more of a hindrance in a hospital environment than I did in that ward. Like I said, totally understand the job is horrific and the pressure is grand, but surely the profession requires an element of bedside manner. 
I had one HCA who was utterly wonderful and I just couldn’t understand why the rest were utterly dreadful. The porters, HCA’s & all doctors and nurses in A&E were absolutely wonderful (including a nurse who was so kind). Perhaps the professionalism in A&E set the bar too high. 

This has undoubtedly made me feel that I will refrain so much more from calling 111 when there may be an issue, if it means being treated like I am a massive inconvenience. 

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Responses

Response from Eileen Clarke, Senior Nurse - Surgical, University Hospital Monklands, NHS Lanarkshire 2 years ago
Eileen Clarke
Senior Nurse - Surgical, University Hospital Monklands,
NHS Lanarkshire
Submitted on 14/05/2021 at 12:41
Published on Care Opinion at 12:41


picture of Eileen Clarke

Dear 47341962

Thank you for your post on Care Opinion. I was pleased to see that the care delivered to you in the Accident & Emergency Department was so good and you felt that staff were professional and treated you well.

I am disappointed that you felt that the service was not the same in AMRU and I know that the Senior Nurse and Service Manger for the area would be keen to hear about your experience in more detail. This will allow them to share your experience and feedback with the whole team to ensure there is learning for all. This is not the person centred care we would aim to deliver in our hospital.

Can you contact the Patient Affairs team please on 01236 713065 with your contact details and either the Senior Nurse or Service Manger will be in touch with you early next week.


Kind regards

Eileen

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