"Sometimes I think people in the wrong profession"

About: Western General Hospital / General Medicine Western General Hospital / General Surgery Western General Hospital / Radiotherapy

(as the patient),

I felt a member of nursing staff disliked me from the word go. Why I have no idea. I felt the staff member was rude, abrupt and seemed uninterested in my post-operative pain. They also seemed impatient and sometimes sarcastic.

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

picture of Dougie Brownlie


I have seen your post and noticed that there hadn’t been a response as yet by the NHS. I am sorry to read of your experience and that you were upset by the attitude of a member of the nursing staff, so 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 policies relating to staff attitudes. 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. The adviser can also explain the NHS complaints procedure and support you if you are asked to attend a meeting with the NHS.

Hope this helps

Dougie Brownlie

PASS Marketing Officer

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Response from Customer Relations and Feedback Team, NHS Lothian

I apologise for the delay in responding. I am extremely sorry to read of your experience regarding staff attitude. If you would like to contact the Customer Services and Feedback Team we will fully investigate. The customer Relations and Feedback Team can be contacted on 0131 536 3370, email craft@nhslothian.scot.nhs.uk or by writing to the Customer Relations and Feedback Team at Waverley Gate, 2-4 Waterloo Place, Edinburgh, EH1 3EG.

Update posted by Baffled14 (the patient)

I appreciate the reply Mr Brownlie. I am also very aware of CAB offices in the ain, situated in and around Scotland. I myself was employed for over a dozen years as librarian at Citizens Advice Scotland (CAS) until the recession closed many of these essential services, my library and several bureaux included.

Therefore I decided to contact craft@nhslothian.scot.nhs.uk and awaiting a response, if any.

Updates, changes and questions related to this story