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"Lack of pain relief and staff attitude"

About: Queen Margaret Hospital / Out-of-Hours Scottish Ambulance Service / Emergency Ambulance

(as the patient),

I had recently been discharged from hospital a couple of weeks before this, I had signs of urosepsis which I’ve had previously after urodynamics testing. 

I’m a Disabled wheelchair user with paralysis in my left leg and bladder and Bowels, I couldn’t manually propel myself in my wheelchair because I had a posterior dislocation of my shoulder and was in an external rotation abduction splint.

I attended Queen Margaret hospital out of hours gp service and had an amazing nurse refer me to Victoria hospital but I had to wait on ambulance transport. My initial nurse finished her shift. And then i was then looked after by another amazing nurse but I couldn’t bring all my medication with me due to my shoulder splint and walking with a stick. I was in so much pain but due to protocols and rules, the nurse couldn’t give me any pain relief.

I was supposed to wait 1 hour for ambulance transport I was still waiting at midnight. When the nurse upgraded it to a 999 ambulance, I was still waiting. When the ambulance did show up I felt the ambulance staff were argumentative and intimidating towards the nurse, asking why I hadn't been given any pain relief. I felt that they don’t know about the out of hours service. I was crying in agony, one of the ambulance staff tried twice to get a cannula in me and had to stop. (I was actually really ill and this was why they couldn’t cannulate me)

They gave me 2 oral paracetamol but no gas and air for the extremely painful journey and all I heard was them complaining about the nurse saying nasty things about them.

I had to eventually get a cannula in my ankle as my veins kept collapsing and blood tests showed raised white blood cells and my urine showed infection I had to start iv antibiotics immediately then I was moved to urology where my iv antibiotics were changed and a CT scan showed kidney stones, on discharge I was sent home with other oral antibiotics.

I’m extremely unhappy with West Fife Scottish Ambulance Service's disgusting treatment of the nurse and the fact they didn’t give me any gas and air which I’ve always had for transport to hospital with suspected pyelonephritis and kidney stones which I actually did have!!! 

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Response from Lynnette Marshall, Lead Nurse, Urgent Care Out of Hours, NHS Fife 8 months ago
Lynnette Marshall
Lead Nurse, Urgent Care Out of Hours,
NHS Fife
Submitted on 19/05/2021 at 15:23
Published on Care Opinion on 20/05/2021 at 09:54

Good afternoon G80Kidney,

Thank you for taking the time to share your experience, as Lead Nurse of the Out of Hours service I am pleased to hear your positive thoughts of the nursing team and will ensure these are fed back, I would like the opportunity to discuss your concerns further, my email address is

Kind regards,


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Response from Lesley Kay, Patient Experience Team Leader, Corporate Affairs, Scottish Ambulance Service 8 months ago
Lesley Kay
Patient Experience Team Leader, Corporate Affairs,
Scottish Ambulance Service
Submitted on 20/05/2021 at 09:51
Published on Care Opinion at 09:51

Dear G80kindey

Thank you for taking the time to post Feedback here on Careopinion. I am so very sorry to read about your experience and the full situation you have described. This is very disapointing.

I will certainly have this fully investigated for you without hesitation. To allow me to do so, please may I kindly ask for you to contact me directly at with your phone number and I will give you a call back to discuss this further with you. I hope this is ok?

I look forward to hearing from you

Kind Regards


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