"Getting into Brand Street Resource Centre"

About: Brand Street Resource Centre

(as the patient),

Nurses and doctors are fine.

Getting into the Centre is horrible.

There are two doors. You have to press the buttons and wait to be let in. Then at the desk there is a glass wall so the receptionist can hardly hear you. I have to shout to be heard, and the other patients in the waiting room can hear me discussing my needs. I hate that. It feels that you are being treated as 'dangerous' - my GP reception desk is very different and far more welcoming.

The other big problem is that when the receptionist is making an appointment for me, she writes it in a big book. She opens it out wide in front of me and all the other patients standing at the desk meaning that anyone can look and see the names of all the people with appointments. I live in a small community, and I don't think that is fair that other people can see my name. Why can't it be kept confidential?

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Response from Dougie Brownlie, Patient Advice and Support Service (PASS) Marketing Officer, Citizens Advice Scotland

picture of Dougie Brownlie

Hi glaswegian,

I have seen your post and noticed that there hadn’t been a response as yet by the NHS. I thought I would let you know about the Patient Advice and Support Service (PASS) which is an independent service which provides free, accessible and confidential information, advice and support to patients, their carers and families about NHS healthcare in Scotland.

You can access this service from any citizens advice bureau in Scotland by going to a bureau in person, or by telephone. The number is in the phone book. You can find more information about the service at www.patientadvicescotland.org.uk

We have specialist advisers in every health board area in Scotland and who will give advice on health related issues including the rights regarding confidentiality at healthcare appointments. If required, a specialist adviser can meet you and work with you to draft a written letter to the relevant NHS area which will then raise this issue with the NHS.

Hope this helps

Dougie Brownlie

PASS Marketing Officer

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