Care Opinion

Left feeling abandoned

Posted By Abandoned patient

"Left feeling abandoned"

About: Scottish Ambulance Service / Patient Transport Service University Hospital Hairmyres / Elective Orthopaedics (Ward 7)

(as the patient),

I had a knee replacement in August 2023 and still in pain and swelling today. After speaking to consultant about the problems I was told operation was successful and there was no problem with the knee but no explanation of why still in so much pain and the swelling. I asked for a second opinion and was given an appointment at Hairmyers Hospital .

In October 2024 I attended my appointment. I had NHS transport to get me there and back. Appointment was 1:30 and was not seen till 2:45 when I asked why I was waiting so long and other patients were coming and going I was told there had been a mix up. The transport driver informed me that if I would be much longer they would have to leave, which was very worrying as to how I would get home. I was eventually seen at 2:45 and consultation ended at 3:00.

Right from the very start of the consultation I felt at first uncomfortable and by the end very distressed. The way I was spoken to and the very harsh way the consultant was doing the examination causing me lots of pain and being dismissive when I told I’m this by the time I got home I was in severe pain and felt belittled and that I was lying or imagining the pain I was in. My knee was swollen but doctor said they couldn’t see any swelling despite it being much bigger than my other knee.

On reading the doctor's report to my GP, I found it to be full of inaccuracies. The consultant claimed I came in on 2 crutches, I only have 1, which I was told to use by previous consultant . And on reading full report it is very apparent to me the consultant is suggesting that I am lying or imagining pain . Any questions I asked were ignored or brushed off aggressive examination . I got the impression that I really should not be asking for second opinion .

The lack of compassion and the harsh treatment I received left me not only feeling distressed but traumatised and abandoned with no answers or solutions to the pain I am in every day but to just suffer in silence

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Responses

Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service last week
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 12/11/2024 at 10:05
Published on Care Opinion at 10:05

picture of Alan Martin

Dear Abandoned Patient,

Thank you for taking the time to share your feedback here on CareOpinion. I am so sorry to read about your knee and the pain that you are in, also about the way you have been left feeling. I am sure that our partners in NHS Lanarkshire will look into this for you.

I am sorry that you were worried about the Patient Transport staff telling you that they would need to depart soon. Without knowing the specific schedule of that driver sadly there are occasions where the staff cannot wait any longer as they may have other patients to pick up - on occasion this is for dialysis for example where the patient cannot miss it and it runs on quite a tight schedule. Hopefully to make you feel more assured, we would never abandon anyone and if this happened we would have found an alternative to make sure that you were taken home safely. Clearly this was not any fault of yours and we would support you through your transport.

I hope that they manage to identify what is needed to make you feel better and your knee begins to fully heal.

Thanks again and all the very best.

Alan

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Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire last week
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 12/11/2024 at 11:04
Published on Care Opinion at 11:04

picture of Lise Axford

Dear Abandoned Patient

Thank you for sharing your feedback. I am sorry to read that you are still experiencing pain and swelling. I am also disappointed to read that you had such a poor experience when you attended the clinic in October and I would like to offer my apologies to you. I would like to look into this further and wonder if you would be able to contact patient affairs to provide some further information.

Please phone 01355 585325 or email PatientAffairs.Hairmyres@lanarkshire.scot.nhs.uk

It is important that your concerns are listened to and that you have the support and care required. I am truly sorrry to read that you feel abandoned and traumatised. I hope that we hear from you soon so that we can take all yoir concerns forward and ensure a plan of care is in place.

Kind regards

Lise

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