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Disgraceful unfriendly unhelpful and no sympathy

Posted By esz222

"Disgraceful unfriendly unhelpful and no sympathy"

About: Crosshouse Hospital / Accident & Emergency Crosshouse Hospital / Ayrshire Doctor on Call (ADOC) NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

Called NHS 24 early morning explaining the condition my daughter was experiencing. After a while they said GP would be the best to help us. GP only had an appointment at 4pm. Went there and GP immediately sent us to A&E surgery.

By that time she had high fever and her pulse was irregular. Coming from a different country, even though my daughter was over 16 she is shy and afraid to speak up. A triage staff member was rude and wouldn't listen, cutting me off. Tried to phone the reception just to get the same rude treatment! My daughter was there no money no phone no support and I was told to leave and that they will phone me.

Every time we go to Crosshouse A&E, so far we have encountered only rude triage staff. It's like it's in the job description that they have to be. I get there is Covid but there were others there with relatives and they didn't ask them to leave!  

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Responses

Response from Andrew Cassidy, Patient Experience Officer, Nursing & Care, NHS 24 2 years ago
Andrew Cassidy
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 11/08/2021 at 16:01
Published on Care Opinion at 16:01

picture of Andrew Cassidy

Dear Esz222,

Thank you for sharing your story on Care Opinion. I was sorry to read that your daughter was unwell, and I hope that she is now recovering well.

I appreciate this will have been a worrying and stressful time for you and your family, and I was sorry to read of your experience. I would be keen to review your contact with NHS 24. If you would contact me at patient.experience@nhs24.scot.nhs.uk I would be pleased to arrange a review of your call. I am sure colleagues from NHS Ayrshire and Arran will be pleased to address your points relating to your daughter's care at your GP Practice and at Crosshouse Hospital.

Thank you once again for sharing your story. I look forward to hearing from you.

With best wishes,

Andrew

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Response from Linda Russell, Business Manager, Management Offices, Crosshouse Hospital, NHS Ayrshire & Arran 2 years ago
Linda Russell
Business Manager, Management Offices, Crosshouse Hospital,
NHS Ayrshire & Arran

Submitted on 19/08/2021 at 08:25
Published on Care Opinion at 11:25

Dear Esz222

Thank you for your sharing your feedback and I am very sorry that your impression of our service has been such a poor one.

We would welcome the opportunity to investigate your concerns in more detail and if you feel that would be helpful, please feel free to either email me, linda.russell7@aapct.scot.nhs.uk or call me on 01563 82610.

With best wishes,

Linda

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