"How I was spoken to"

About: Ayr Hospital / Respiratory Medicine

(as the patient),

I received a letter to attend an appointment at the respiratory clinic at Heathfield clinic in Ayr. After speaking with my GP I was encouraged to attend.

The member of staff who dealt with me there was so rude. Every time I tried to speak they just talked over me. They didn’t seem interested in my point of view or what I had to say. I am in my 60s and I don’t need to be treated like that.

My sats were low, the member of staff knew that as they had just tested them. I was still having breathing difficulties when I left so I went back to ask if there was any possibility of oxygen. I was told that it was a clinic, not a hospital!

I ended up in hospital the next day.

It’s a great thing to have these clinics but I was incensed that someone, especially a nurse, felt they could speak to me in this way. Their attitude was very disconcerting and I couldn’t believe it.

I would be concerned that if this member of staff spoke to me like this that they might speak to others in the same way.

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Response from Fiona McQueen, Nurse Director, Nurse Directorate, NHS Ayrshire and Arran

picture of Fiona McQueen

Dear WD6, I am so sorry that staff spoke to you in the way that they did. I appreciate how difficult it must be feeling breathless, and on top not getting the help you require feeling that staff were being rude and not understanding your difficulties.

I'm sorry you then needed to be admited to hospital and do hope that your care there was good.

Please get in touch with me on 01292 513674 to give your details so we can improve our services based on your experience. It may be that we didn't have the oxygen available but we need to look at how we're providing services and improve. With best wishes

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