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"Doesn't feel like a caring hospital environment"

About: University Hospital Monklands / Emergency Department

(as the patient),

Attended A&E to be seen by the medical team.

Horrified that it was swamped with patients all requiring medical assistance

Staff coped well in regards to numbers, however the turnaround of patients seemed relentless.

Staff honest regarding the timeframe of expectations to be seen by a Dr.

Didn't feel comfortable with the initial tests due to a staff member.

Given a lengthy time had passed I couldn't obtain anything to eat or drink or go outside for fresh air so as not to pass my illness or or make mine worse. 

Patients were actively amongst other patients having a picnic with no regard for hygiene or other patients or staff?

No seats, sat on floors, stood in corridors. 

In all the hours I was there, at no point was a WC cleaned and yet the volume of pedestrian traffic was overwhelming.

Finally passed to another department where again I wasn't seen by a Dr, I was seen by a nurse practitioner, I wasn't reassured nor seen by a qualified Dr.

When offered to request one from the relevant department, I was advised that they'd gone home sick.

Whilst I comprehend that in current times the NHS are doing what they can with the resources they have, my visit wasn't about patients or staff it seemed more about beds. 

The NHS isn't equipped nor does it feel like a caring hospital environment and yet medical teams continue to provide what they can & at times deliver the best care possible, it's written on their faces and the morale is ignore the negatives, volume of patients etc

After three staff members I felt mildly assured by only one & unassured by the other first & last. 

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Responses

Response from Jennifer Montgomery, Improvement Coordinator, Quality Directorate, NHS Lanarkshire 3 weeks ago
Jennifer Montgomery
Improvement Coordinator, Quality Directorate,
NHS Lanarkshire

Operational Lead for Care Opinion in NHS Lanarkshire

Submitted on 02/04/2024 at 23:44
Published on Care Opinion at 23:44


picture of Jennifer Montgomery

Dear moonfy38,

Thank you for sharing your experience of University Hospital Monklands, Emergency Department.

I am sorry to hear of how busy it was when you attended for medical assistance. We are under immense pressures at the moment, and I am pleased that you were able to see that staff were doing their best despite the numbers of people waiting to be seen.

Could I ask that you contact our patient affairs team, I have included their details below, who will be more than happy to fully investigate your experience and provide a personal response?

PatientAffairs.Monklands@lanarkshire.scot.nhs.uk

Tel no 01698 752300

Kind Regards,

Jenni

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