"This kind of attitude doesn't help"

About: Royal Hospital for Sick Children (Yorkhill) / Ear, Nose & Throat

(as a relative),

Went to Yorkhill Hospital Glasgow, because we where concerned that our 4 yr old who had a sudden nose bleed may have got something stuck up his nose, as 4 weeks previous he had same thing and had a piece of lego toy embedded in nasal passage and has recently been having trouble with his ears. We saw a Dr who examined him not very thorough and told us his ears where fine and couldn't see anything up his nose, but we had just received antibiotic from GP 2 hrs before as his ears and throat where inflamed.

We asked him a few questions that didn't seem to go down well because as he walked away to phone about getting an app for ear nose and throat specialist, he was shaking his head and when he came back, I questioned him on his attitude, he apologised, but I told him it was not good enough as he had a mother who was very concerned about her childs' welfare and had every right to ask questions. With this kind of attitude it surely does not help child or mother.

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Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear mfatima,

Thank you for getting in touch to highlight the issues you experienced on your recent visit with your little boy. It can be a worrying time for parents when they bring their child into hospital, for whatever reason, and you are right to say that the attitude and behaviour of all of our staff makes such a difference to the type of experience children and their families have. I am very sorry that this experience made you feel that you couldn’t ask the questions you wanted to about your child’s care.

You did the right thing by alerting the Doctor to how you felt during your appointment – we would always encourage parents/ guardians to raise any concerns they have at the time so that they can be resolved there and then and in this case, provided the opportunity for the Doctor to apologise, as he did. We expect all of our staff to reflect on their interactions with patients and their families and address any issues raised to them and this will be reiterated to all members of staff. I hope that your next experience is more positive for you, however if you would like to add anything further I would ask that you get in touch with me directly at Coral.Brady@ggc.scot.nhs.uk.

I hope that your son is well on the road to recovery and is doing ok,

Best Wishes,

Coral Brady

Business & Administration Manager, Royal Hospital for Sick Children

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Update posted by mfatima (a relative)

Thank you for response.

Our 4 yr old was seen a couple of days later by the ENT specialist and had an excellent Doctor who did more than we expected. Our son had a hearing test also and we were reassured that day that our child was fine. Happy with outcome.

Thanking you