"A doctor who didn't seem to care"

About: Royal Alexandra Hospital / Ophthalmology

(as a relative),

Very bad uncaring behaviour of a senior doctor. My mother and I felt shocked and helpless by this doctor's uncaring atitude to my mothers problem.

She had gone hoping for the best but was left almost in tears by the treatment. Not by the nurses and other staff but by the senior doctor. At all times, they were aloof and abrupt, very unwilling to answer any questions and made us feel that we had no right to be taking up their time.

This appointment was a big thing for my mother and she had hoped for better news. But the doctor told her in a very abrupt manner that there was no hope, her eyes would never get better and that she could have injections to help maintain what sight she had but that there were no guarantees.

When she said that she would take the injections and maybe things would improve, the doctor wheeled their chair right over to her and shouted that they never said that, and that she should never say that they had said that. Her eyes would NEVER get any better and that the injections could only stabilise the condition and even that was not certain.

This was all shocking news and, of course, what the doctor said was true - but to shock an elderly lady, one who suffers from other health issues, like that was, in my opinion unforgivable.

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Responses

Response from Niall McGrogan, Head of Patient Experience and Public Involvement, I work for Dr Margaret Maguire, the Director of Nursing, here at NHS Greater Glasgow and Clyde, NHS Greater Glasgow & Clyde

Dear MTC

I am really concerned to hear of how your mother was treated. Whatever might be the clinical issues, NHS Greater Glasgow and Clyde would expect that our patients are treated with respect at all times. How our patients are spoken to and cared for is of paramount importance. We have failed in our responsibilities if a patient is left feeling shocked and upset by how they were spoken to. Please accept my apologies.

I would be grateful if you could provide me with more information so that we can pursue this further. It is important that we all realise the impact we can have on others and I would like to draw your posting to the attention of the doctor concerned. Please contact me at niall.mcgrogan@ggc.scot.nhs.uk

Yours sincerely,

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Update posted by mtc (a relative)

Thank you for your reply. I am not comfortable with taking this any further as my mother still has to deal with that doctor in the future. I will, however, make sure she is never left alone with this doctor and if there is, at any time in the future, cause for concern I will certainly be in contact.

I would like to say that I had just been saying to a cousin from England, how wonderful the service is in the Scottish NHS is and I still believe that. My faith was restored by a young doctor at the Southern General movement disorder clinic, who treated my mother with the greatest respect, He came out of his room and walked back with her chatting the whole time to put her at her ease. He took the time to explain everything, nothing seemed to be any bother.

Thank you again for your quick response.

MTC

Response from Niall McGrogan, Head of Patient Experience and Public Involvement, I work for Dr Margaret Maguire, the Director of Nursing, here at NHS Greater Glasgow and Clyde, NHS Greater Glasgow & Clyde

Dear MTC

Thank you for getting back to me. Please know the offer to get in touch with me is always open to you.

I am really pleased to hear of your mum's experience of the young doctor at the movement disorder clinic. That is how it should be.

Please give your mum my best wishes.

Yours sincerely,

Niall McGrogan

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