"Absence of patient centred care"

About: General practices in Ayrshire & Arran

(as the patient),

This has been happening to me for over 3 years, but the experience I had yesterday is what prompted me to write this story. One of the staff at my local surgery seems to have taken an intense dislike to me. She is always rude, unhelpful and condescending to the point that I avoid appointments that I really should attend. Yesterday, I took a bad knock on the back of the head and the first aid person who checked me over suggested that I go to my surgery to be double checked by a health professional. Unfortunately, this member of staff was the only person who happened to be available. I explained what had happened and was met with the reply, "And what do you want me to do about it? ". The staff member then proceeded to touch my hair and asked me where it was painful (everywhere! ) and when they found the lump and the skin that had been broken and said, "Oh, it's only tiny. You'll be fine. ".  I had a relative with me at the time, and we left the surgery very irate.

Today, my injury is still very painful; the pain has grown down the back of my neck and it hurts to turn my head. But I don't want to go back to the surgery.  I have very frequent contact with a lot of NHS departments as a patient, and I have never encountered anyone as disrespectful and insulting. This is not an isolated incident, but I am determined that it will be the last.

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear ncrbrts,

Oh dear, this is not good and I am so sorry this is how you feel about contacting your GP practice. I don’t know if you have considered speaking to anyone in the practice about this or not but the practice manager usually welcomes the chance to discuss issues with patients.

Alternatively, your GP practice will have their own complaints process and it may be available on their web site (if they have one). Most of us would find it quite daunting but I strongly encourage you to take the bull by the horns and talk to the practice manager or go through the complaints process. It is such a shame that this should be able to affect how you feel about contacting primary care.

If you feel you are unable to do this, you could contact me and we could talk through some other options. My contact details are - telephone number - 01563 82622201563 826222 and email - eunice.goodwin@aapct.scot.nhs.uk.

Our skulls are hard but boy don’t they hurt? I do hope your head is okay now.

Best wishes,


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