"My mothers care"

About: Royal Alexandra Hospital (Paisley) Royal Alexandra Hospital / Accident & Emergency

(as a relative),

My mother had taken ill, an inner ear infection nhs 24 set up an out of hours appointment to go to RAH out of hours doctors surgery on arrival it was as expected extremely busy my mum booked in and went to sit in waiting area with it being so busy some 35 to 40 minutes later my mum who is almost 65 years of age went to the doors of the surgery for some fresh air my daughter who is 13 years old told the receptionist that her gran had taken a dizzy turn and needed some air my mum then collapsed on pavement at doorway my young daughter managing to try control her fall / faint to save my mum injuring herself with hitting pavement .

My mum was at this stage flat out on her back, eyes closed disorientated and unsure quite what happened to my utter horror and disbelief the doctor working at the surgery walked to door looked from inside the doorway making to attempt to check on my mum at this stage, my mum was lifted to a chair inside the doors of the surgery in front of receptionist office this doctor still made no attempt to look over my mum to check she was not having a heart attack or stroke or to see if they could help my mum in any way instead the doctor stood inside the office on a computer getting a print out of my mums details from nhs 24 then handed a brown envelope to my daughter who is 13 still making no attempt to access my mums situation.

My mum was then taken to a&e department who were extremely good I asked the doctor why they hadn't approached my mum to see if she could be of any help I said my mum could have been taking a heart attack the doctor said to me there is no way they could stop a heart attack I said I understand that but surely you could access the situation to see how serious my mum was. I'm completely disgusted at the doctors attitude and disregard.

My wee mum had been a nurse now retired for 40 years and it's so sad that there are folk within these positions. Should it be they are over worked or really see us as just a number or hindrance to bother with us. Very sad indeed. Shame on you doctor if it had been your mother lying flat out on the pavement I'm sure you would have given full attention

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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 Friend

I am most concerned to hear about your mums experience and that of your daughter. I would imagine this must have been very upsetting for your mum and frightening for your daughter. Please accept my apologies for any distress caused.

Would you mind contacting me directly with some personal information. I would like to share your story with the Doctor concerned so that they can review the impact of their behaviour on a patient and her family. I can be contacted on niall.mcgrogan@ggc.scot.nhs.uk

Yours sincerely,

Niall McGrogan

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