"It felt like they were only interested in getting us out of the door"

About: Glenrothes Hospital

(as a parent/guardian),

Recently my 11 month old daughter had a very bad fall. I live just a few minutes away from Glenrothes hospital and in my panic I took her there.

Whilst I fully appreciate that this is not an A&E hospital I would like to highlight the following. When I arrived with my bleeding baby I went straight to the reception desk where two members of staff were present. I was told to take my daughter to Kirkcaldy.

At no point was I offered even so much as a tissue for my bleeding baby. Not one of those staff members enquired after the wellbeing of my daughter. They didn’t ask if I had a car to get to get to Kirkcaldy. It felt like they were only interested in getting us out of the door so that my baby was not their problem. I thought the way in which we were treated was disgusting.

Whether you are a nurse, or clerical staff if you work in a hospital I would have thought that some compassion and empathy would come hand in hand but this was not what we experienced. Not the slightest hint of concern from these two staff member towards me, as a frantic parent, or my baby who was bleeding.

I fully appreciate that going to Kirkcaldy was the ‘correct procedure’ to follow, it is the overall attitude of the staff. If a complete stranger walked up to me in the street with their injured baby then I would do everything in my power to help, and I am not medically trained at all. I am disgusted in those two staff members.

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Response from Louise Ewing, Patient Relations Manager, NHS Fife

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Dear VMB

Thank you for taking the time to tell us about your recent experience of taking your daughter to Glenrothes Hospital. This must have been a very frightening experience for you and I think the panic you describe is entirely understandable.

It is so disappointing to hear about the way you were treated, this is not the way we would expect staff to behave and gives a very poor impression, lacking in basic compassion.

Your post has been shared with the Management Team who were similarly disappointed to hear of your experience. If you would like to talk about this then there is an offer to do so and if you would like to provide us with more specific details then there is also a willingness to address the concerns with those directly involved a the time.

I do hope your baby made a quick recovery and do hope that you too have recovered from the stress of it.

Please feel free to contact me directly in the first instance if you wish to discuss this further.

Kind Regards

Louise Ewing

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Update posted by VMB (a parent/guardian)

Hi Louise, I would very much like to discuss this incident with you. Can you tell me how to reach you?

Response from Louise Ewing, Patient Relations Manager, NHS Fife

picture of Louise Ewing

Dear VMB

Thanks for getting back to me so promptly. I can't believe I did not give you my contact number, sorry! Here it is now, 01592 648069.

If I happen to be out of the office, please leave your name and number and mention your post on patient opinion and I will get back to you.

Look forward to speaking to you soon


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