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Not the first time I have left in tears

Posted By homamch96

"Not the first time I have left in tears"

About: University Hospital Hairmyres / Neurology

(as the patient),

I attended the headache clinic and left in tears and shaking. The member of staff I saw had no compassion, and I found them patronising and rude. I spoke with some other staff as soon as I came out, they were lovely and calmed me down.

I expect health professionals to help me work out a care pathway if the one I am on is not working, I do not expect to leave shaking and upset. This is not the first time the member of staff has spoken to me in this way, and not the first time I have left in tears. 

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Responses

Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire 14 months ago
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 10/02/2023 at 21:09
Published on Care Opinion at 21:09

picture of Lise Axford

Dear homamch96

I am sorry to read that you have left a clinic shaking and in tears and that you found a staff member to be rude and patronising. This is not the standard of professionalism that I would expect and for this I offer my sincere apologies.

I would like to discuss your experience with you so that I can fully understand the situation. It is important that staff reflect and learn from patient feedback and therefore I would be grateful if you could make contact with patient affairs on 01355 585325 or myself 01355 584725

Email;

PatientAffairs.Hairmyres@lanarkshire.scot.nhs.uk

I am truly sorry that you have had such a poor experience and hope that you will feel able to discuss this with me further.

Patient affairs are not on site over the weekend but a message or email can be left on either phone numbers above.

I hope to hear from you and again apologise that we have not provided the care and professionalism that I would expect.

Kind regards

Lise

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