"Some empathy and sensitivity are required"

About: Hairmyres Hospital / Gynaecology

(as the patient),

I attended the uro/gyn dept at Hairmyres on Tuesday; already a little anxious about my appointment as this is a very private and intimate area. I had come from straight from work and so did not have my letter but knew my appointment time, date and dept.

I was unsure on arrival where/how to check in and so approached a member of staff. The member of staff was rather unprofessional in her manner toward me and made me feel even more anxious. She was unhappy that I had not checked in (this was not signposted) and that I did not have my letter (which I had already apologised about). I pleasantly told her my name and appointment time, knowing that this could be checked on the system and asked where I could check in.

The manner in which she spoke to me was very abrupt and inappropriate and made even worse as it was in the middle of a busy waiting area. I understand that this is a busy department but as an already anxious patient this made me feel even worse.

The waiting area was extremely small and TV rather loud, meaning patients often struggled to hear their name being called from around the corner. I observed a few patients find their way to the corner searching for the voice but uncertain where to go as the staff were out of sight. I also feel the changing room (where typically males were changing) was not very discreet. Patients were coming out of this room in full view of half the waiting area and struggling to keep their modesty at the back. This further added to my anxiety of what others may see of myself. I wonder if a screen could be in place to protect modesty/privacy.

I just feel for such a sensitive and intimate speciality the environment and some staff were not matched in this way. That being said once in my appointment the nurse in particular was lovely and very reassuring.

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Response from Gwen MacIntyre, Senior Nurse, Senior Nurse for the Care of the Elderly, Hairmyres Hospital We have made a change

picture of Gwen MacIntyre

Dear lanpatient,

I was sorry to read of your poor experience in our clinic recently. I have spoken to staff today to highlight the upset which was caused and to remind everyone of being polite, caring and compassionate at all times.

Staff were unaware of being rude however have taken this feedback to work on how they are all being perceived along with the patient experience.

I have asked staff to ensure the Television is not too loud and be aware of their environment including being visible to the waiting area before calling patients forward for their consultations.

The changing area rooms are both unisex however I am aware the door to one is visible from some waiting area chairs, staff have been reminded to ensure patients are escorted directly to the consultation room which should stop any visibility from these areas as the view is blocked.

Everyone should be treated with dignity and respect at all times which will be the focus of the staff daily briefs to ensure everyone is working to the same high standard of care.

I hope any future visits will be more pleasant with these changes and please don't hesitate to contact me if any further concerns.

Kind regards


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