"A tale of two extremes"

I am writing to share feedback regarding my recent stay at Hairmyres Hospital. My experience was a tale of two extremes, and I feel it is important to highlight both the positive and negative aspects.

I will begin with the positives. The staff in the Day Surgery unit were exceptional. They were highly professional, knowledgeable, and, above all, caring. I was consistently updated on my condition and the treatment I could expect. Everything was explained clearly, and I felt genuinely supported throughout that part of my stay. Their compassion made a difficult time more manageable, and I am truly grateful to them.

Unfortunately, my experience in other areas of the hospital was not as reassuring. It is a pity the staff in A&E did not follow the instructions of the Day Surgery registrar, who had obtained my blood results and telephoned me at home, urgently instructing me to attend A&E immediately. I was to be admitted without delay, have an ECG carried out, and be placed on a drip to reduce life-threateningly high levels of potassium.

I arrived at A&E at approximately 18:00, but was instead placed on the standard triage queue with a six-hour wait. Despite explaining the urgency and referencing the registrar's instructions, my concerns were disregarded. Worse still, I was later informed that I had been taken off the list entirely because I had allegedly failed to respond when my name was called—twice. This was simply not true. I was seated near the doors and would not have missed hearing my name had it been called.

After this error, I was told I would need to be placed back on the triage list, with another six-hour wait. This would have taken me into the early hours of the morning, and I had an appointment scheduled at 08:00 in Day Surgery. In light of this, I made the difficult decision to leave A&E and take the risk of waiting until the morning to attend my appointment.

My subsequent stay on the ward also raised concerns. While some staff were kind and helpful, others appeared indifferent. I felt aspects of my treatment were disingenuous. I was not kept informed or updated, which left me feeling anxious and confused. The bed was extremely uncomfortable, the food was poor, and I struggled to get any sleep. Over a relatively short period, I lost more than half a stone in weight. Combined with the sleep deprivation, I felt my condition worsening, which ultimately led to my decision to sign myself out of the ward.

Following my discharge, I was enrolled in a virtual ward for follow-up tests. This service was outstanding. The team was efficient, compassionate, and arranged for all necessary tests to be carried out the very next day. Being able to recover at home, with proper rest and nutrition, made a significant difference to my health and overall recovery. The virtual ward concept is excellent and, in my case, was immensely beneficial.

In summary, while there were serious concerns during parts of my hospital journey—particularly in A&E and the ward—I also encountered exemplary care in Day Surgery and through the virtual ward. I hope this feedback can be used constructively to highlight areas of excellence and where improvement is clearly needed.