"Visit to A&E at Hairmyres Hospital Saturday"

About: Hairmyres Hospital / Emergency department Scottish Ambulance Service / Emergency Ambulance

(as the patient),

I was visited at home, after a call to NHS at 10. 15 pm, . The doctor who attended called an ambulances and I was taken to A&E, arriving there at 4. 15am.

I was dealt with fairly quickly and treated sympathetically by all medical staff who did various tests before requesting an X-Ray.

The radiographer commented to the person who took me in saying they didn't know why they'd been asked to do this. Then said to me in a sarcastic tone " you came to an A&E with a sore knee? " I said nothing but I was in excruciating pain and could not walk. I found the radiographer's manner insulting and quite upsetting.

I was admitted to the Orthopaedic ward 5 where ALL the staff were kind, courteous, efficient and helpful. I am 80 years of age and really appreciated the care I received outwith the Radiography Dept.

I would also like to mention the wonderful Ambulance crew who were kindness itself and the journey was comfortable. They kept me cheerful and the driver was careful.

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Response from Lise Axford, Senior Nurse, Emergency Medicine, Hairmyres Hospital

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Dear Golden oldie

Thank you for sharing your experience of your recent emergency admission. It is encouraging to hear the positive care you received. I will pass your comments on to the teams involved in your care. Thank you again for contacting us.

Radiology have been notified of your comments and will respond to the concerns raised.

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Response from Martin Esposito, Patient Experience Manager, Corporate Affairs and Engagement Department, Scottish Ambulance Service

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Dear Golden oldie

I was very sorry to read that you had a problem with your knee that required you to be seen in hospital.

However, I was pleased to read your comments about the ambulance crew and am glad that they were able make you comfortable and cheer you up. Your story is another example of the importance and impact of good communication and a person-centred approach to patient care.

I do hope that your knee is getting better and that you are recovering well.

Thank you so much for sharing your experience.

Take care


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Response from Eddie McGoldrick, Head of Profession, Radiography Services, NHS Lanarkshire

Dear Golden oldie,

I’d like to apologise for your experience with Radiography staff and upset caused over the weekend. This is not the standard of patient care that I would expect. Please be assured that all staff are aware of the importance of speaking to patients politely and professionally.

I will share your feedback with the Department Manager who will highlight it with all staff and use it as an example during staff training.

If you would like to get in touch to discuss your experience in more detail please contact the Patient Affairs Team at Hairmyres on Tel No: 01355 585325.

In the meantime I wish you a speedy recovery, I hope your knee is getting better.

Take care


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Response from Gwen MacIntyre, Senior Nurse, Senior Nurse for the Care of the Elderly, Hairmyres Hospital

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Dear Golden oldie,

Thank you for your kind comments regarding the staff on ward 5 which is our Trauma Orthopaedic admissions ward. It is my pleasure to pass your good experience onto the staff especially given that no visit to hospital is ever relished.

I do hope you are recovering well and wish you a quick road back to health.

Kind Regards


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