"More understanding needed"

About: Sandyford Clinic

(as the patient),

I arrived at Sandyford for my first appointment and was directed to the wrong department, where there was no receptionist. So by the time I managed to get into my appointment there was only 20 minutes of the time slot left. It was a misunderstanding, I'm not necessarily angry about that part.

When I went into my appointment I was asked what brought me there. I've been (not) dealing with my problems for ten years now so I gave an overview. I was then told I was skirting around the issue. So I went over it again. I was told the same again, that I was skirting around the issue.

Realise when someone is uncomfortable. Put them at ease. Give them prompts. And if you don't think there's enough time left in the appointment to do it justice, have a brief chat about what to expect from the service and rebook the next available appointment. This might be your day job but it's not mine. I don't know how you expect this appointment to play out.

It's taken me ten years to be able to tell anyone about what happened to me and this was the first time I'd talked about it in that level of detail outside of my own personal relationships.

I left the appointment crying and feeling judged. I waited since October for this appointment. I don't want to come back

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Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear Dolly2016,

I am so sorry that this was your experience at the Sandyford Clinic and that you were left feeling upset after your appointment. After such a long time not reaching out for help, I am sure it would take a lot of courage to seek this support and so I can understand you feeling upset at not receiving the level of support you, quite rightly, expected.

I would hope that you would go back to Sandyford to get the help and support you need, however I understand that you may need some assurances that you would have a more positive experience if you did return for another appointment. I will pass the information you have given onto my colleagues at Sandyford to ask for their input here, and they may ask for further information from you to help make this a much more positive way forward for you.

We will be back in touch soon,

Best Wishes,


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