The Queen Elizabeth University Hospital Glasgow

I have 12 yrs of experience of the Southern as was on a personal basis. For almost 4 yrs I have also experienced the QEUH as the parent of a patient during which time I have experienced the good, the bad and the very ugly of personnel and treatment of patients. I have a professional interest in speaking with all patients, particularly those who feel mistreated. We have many incredibly caring and professional doctors and nurses. The docs get paid enough (juniors, you will in time). As for the nurses, I'd double the salary of 85% of them and root out the 15% who have no people skills whatsoever and should find jobs elsewhere, Ms serious attitude problem in the receiving unit for one.(yes, I noted your comment about me in my husband's file). Nursing should be a vocation and insisting those joining must have a degree is utter nonsense. We are all missing out on having wonderful nurses of both sexes because so many don't feel able to go to uni. This nonsense should be stopped immediately. My own treatment has been patchy to say the least but I have complex issues so mostly I understand the docs frustration. However, as I'm suffering already the doc should be more compassionate and ensure I'm not aware of this frustration. I've often been made to feel like a pest and a nuisance simply for taking an interest in my own health. I'm a nuerology patient and was told in March I'd be assigned a new consultant. 4 months on I've heard nothing which means I've been receiving zero treatment and therefore I'm much more ill than is necessary. This department like most of them is struggling with vast numbers of patients and not enough medics so as I know there are many more ill than myself I'll wait as long as I possibly can. My son has been subjected to the usual problems of asking for things that are promised but don't appear for hours, being told scans etc will be happening then cancelled and such like. However his overall experience has been excellent. I believe we have one of the best Gastro teams in the country and although it is extremely stressful for him and upsetting for the family to see him so ill at times, I feel confident that the docs are doing their very best to get to the bottom of his situation. In four yrs we have had no reason to feel aggrieved, just occasionally a bit dismissed when we offer possible areas to consider. The staff on ward 8D, headed by Sister Smith have been absolutely wonderful, Sister Smith reminds me of the Matrons we used to have and should bring back. Senior staff nurse Emma is a total star and all you could ask for in an excellent nurse. Our medics are only human and there's only so much they can do. Mistakes happen and most people understand this. It's how these things are handled that cause the problems. Being injured or ill is very stressful. Staff can lessen this stress with a few kind words and good manners. A&E is very badly run unfortunately, their system is ludicrous. I attended recently with my husband who was obviously having a stroke, having had a minor one myself I knew how terrified he would be feeling. His speech was slurred but I could make out most of what he was saying and nurse Suzanne agreed this could be helpful to her. I went out to move my car and came back and asked to be buzzed through as instructed. The male receptionist point blank refused to allow this because an assessment had not been completed. No matter how much I tried to explain that I'd been told to come straight through he decided being stubborn and totally obnoxious was the way to go. I can't even name him in any complaint as he refused to divulge his name. Unbelievably some staff actually think this is their right. It is not, they do not have to give their full names but should at least give initials for identifying purposes. It says a lot when they go out of their way not to be identified. There are signs up saying abuse of staff will not be tolerated. This is of course perfectly correct however where are the signs saying patients and families will be treated with respect, these things work both ways. The best advice I can give patients who have bad experiences is please send a complaint to the Trust. It's a hassle but nothing will change if people don't vent their frustrations in the correct direction. Some complaints can be dealt with in the hospital but serious issues must be sent to GG&C Trust. Don't waste your time on the Heath Dept at Holyrod, they are policy makers who make life miserable for staff and patients alike and will only refer you back to the Trust or to the SPSO. There are good templates for complaints online or ask Citizens Advice for assistance, just please do it. Also, if you are going to be an inpatient it is worth making yourself familiar with the Patient Scotland Act and get to know what you should expect from the hospital. So much of this document is completely discounted by medics but a little knowledge goes a long way. Don't be afraid about standing up for yourself or your family member in a firm but polite manner. Write everything down you're not happy with as written records help a lot if you take your complaint higher up later. Please also don't forget to praise the nurses when they go the extra mile as so many often do, some feel very unappreciated and likewise a kind word can give them a wee lift. We all must care for each other. Huge thanks to all on ward 8D and everyone at Gastro. Grateful thanks to Neuro nurses who are always kind. And finally A&E and receiving staff, sort yourselves out, you are often seeing people at their most terrified. Thanks to those who understand that. Finally, I mustn't dare forget the porters, you are all wonderful but some of you have better patter than others!!!!!!! I won't even get started on the building, this post is long enough!!!!

Worst place ever. Idea of own rooms but left isolated. Admission took 10 hours for an 84 yr old who was brought in by ambulance with heart problem and was put in three separate rooms before being taken to ward. Parking a nightmare and getting patients being discharged even worse as no matter where you manage to find a space the patient has to get to car some way or another!!! Idea of own rooms sounds wonderful but people left isolated, drinks and medication left on unit - unable to reach!!! Staff on receiving ward rude and left patient alone while family members were told to sit outside and they would call us but never did. Patient was distressed sat alone in a chair for 2 hours before seen by staff. Bring back local hospitals. This place far to awkward to get to if limited mobility and no-one to help you.

I was admitted for a planned, but complicated hip replacement in April. From the pre- op assessment to discharge, I cannot praise the care I received highly enough. The individual en- suite rooms are super, and so much better than even a small ward of beds. All the staff involved treated me with dignity and respect. Nothing was too much trouble for anyone (admittedly, I was in over Easter, and the place was very quiet !). If I ever have to be admitted to hospital again, I hope it will be at the QEUH. Mr Michael Kelly, my surgeon, was thorough in explaining everything beforehand, and came to see me regularly after the operation, before I was discharged.

I had to attend the QEUH in Glasgow for a Gastroscopy on a Sunday. The nurse who took my details was efficient and friendly. I was took quickly so there was no waiting around. There was a choice of Throat spray or Sedation and I had chosen sedation as I didn’t want to feel anything. I have had two previous Gastroscopy scopes done at the RAH in Paisley and they were fine. They nurse gave me Throat Spray and then the Dr injected the sedation. Practically straight away he inserted the scope. I could feel the tube being rammed down my throat and into my stomach. It was painful. I should not have felt this pain. Afterwards the nursing staff were nice and I noticed on the form that the Dr had given me even less sedation than I had got at my very first scope. This was obviously not enough sedation.

My husband was in ward 65 for nearly 3 weeks.The care and dignity he experienced was 100%. Each member of staff deserves the highest praise. Nothing was too much trouble, and all my questions were answered.It was a distressing time for our family but with the support from the staff we got through it. My husband is making excellent progress, the operation was a success so a very big thank you to the team of ward 65. PS a message to Jean ,Phil misses your tea. From Philip and Katherine