"Poor service"

About: Glasgow Royal Infirmary / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance

(as the patient),

A couple of weeks ago I had an operation on my hand to reconnect the veins on the dorsum of my thumb after a glass mirror broke into my hand and caused mass bleeding. The ambulance was super quick to the scene. A response time of 8 minutes is incredible. The paramedic Colin was first to get to me in his jeep. He managed to stabilise me and conceal the wound and take the medical information so that when the ambulance came itself it would save valuable time. Ambulance crew were quick and didn't hesitate, my girlfriend had received a small laceration to her foot too in which was very small but they made every bit of effort with her too.

When we reached Glasgow Royal Infirmary at A&E we were passed over and had to wait for a nurse to come and take us to the booth in the A&E department. Now having waited about half an hour for the handover. A number of others including people who looked like they were were drunk or on drugs were all attended to first. Now they are perfectly fine to sit there. At what point is it acceptable to treat a drunk person.. Etc over a patient with a severe open laceration and bleeding. It's not! ! ! We eventually got taken and put in separate booths. I had to wait 5 hours for an x ray to be taken and each time they wanted to check my hand they were clumsy on removing the soaked bloody dressing on my hand taking small segments of tissue out each time.

The amount of nurses available was roughly 15, alot for a Tuesday night. I was told that theatre wouldnt open till 8am, so with still an open wound I was told to come back from when I left at 5am till 8am. So I returned to hospital a few hours later because apparently I wasn't eligible for a bed to stay in for a few hours. So I went back to my gf's. Back in the hospital I returned at 8am, where I had to then further wait in the plastics department until 1. 30pm...That's 13 hours with an open wound to actually receive my operation.

I just think a bit more consideration into the patients with life threatening injuries should be taken into consideration rather than treating people who I believe have self inflicted conditions which lead them to do damage to themselves. Myself on the other hand can lose a lot of blood and die. A little bit more care into the consideration of this and I don't have a problem with anything else.

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

Dear User023,

Thank you for sharing your recent experience in our care, which sounds like a very mixed one from what you have said. I'm glad that you were attended to quickly by the Scottish Ambulance Service after your accident and that you and your girlfriend were both looked after well in that first instance. It also sounds like there were no issues regarding your surgery the next day, and I hope that your recovery over the last couple of weeks has gone well.

With regards to your experience in A&E, I can appreciate how you feel with regards to your wait. While 30 minutes is a relatively short time to wait to be seen, I know that this always feels much longer when you have an injury, are worried and in pain. All patients in A&E are seen according to how urgent their medical needs are and I can assure you that any life threatening injury would be seen with the highest priority. I cannot comment on the other patients who may have been waiting at the same time as you, or what their medical condition may have been, however every patient would be assessed in the same way to establish how urgently they require to be seen.

I would however like to get some more information from colleagues about what might have happened after you had been seen initially, specifically the wait for x-ray and you being sent home to wait for your operation without any initial treatment for your wound. I've sent on your comments to some of the team at Glasgow Royal Infirmary, and may come back to you for more information to help us here if that's ok?

Thanks for getting in touch to share your experience, it's much appreciated.

Best Wishes,


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Response from Martin Esposito, Patient Experience Manager, Corporate Affairs and Engagement Department, Scottish Ambulance Service

picture of Martin Esposito

Dear User023

Thank you so much for sharing your experience and apologies for taking a while to get back to you.

It sounds like it must have been a frightening experience for you and your girlfriend and so I was really pleased to read about the care that you both received from the ambulance staff who attended you on that day.

I do hope that you are both recovering well.

Take care


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