"They are true hero's in my eyes"

Having attended the Emergency Department for stomach issues (appendicitis), I have to say the 6 hour wait, in and out of triage was not good (definitely need to look at this process, it is not conducive to good patient welfare). I was however, brought back on the next day and immediately taken for a CT which showed issues with my appendix.

Unfortunately it also showed a shadow over the bowel which was described to me as unusual and I was sat down by a doctor who explained it could be anything from a bowel spasm to Cancer (absolutely terrified, I started my journey through the hospital for surgery).

I was met by various consultants and doctors all of whom could not have been more professional in their approach (be it there was conflicting discussion on what the CT scan showed up), I was taken to Ward 4 (room 10/4) where the nursing staff settled me.

As discussed above, I was literally terrified and to add to my family worries, we were about to embark on an adoption process to give our daughter a little brother she has been asking for years. This process was to commence imminently. If the issue was to turn out to be cancer, we would have to stop the process due to policies, not to mention what treatment plans this may have brought to with it.

The staff could not have been more supportive, they were empathetic, kind, thoughtful and always had a smile on their faces, even when it was clear they were very busy.

I want to bring a few staff members to your attention, and the reason I do this is because these are the key people in the hospital who are ensuring excellent quality care and it is clear their personalities and character are what makes your service work and gives the patient everything they need to strive for a successful recovery.

It was clear to me that there are staff who come to work, do the little needed to get by and go home without any want to make that difference when someone's world appears to be collapsing around them and then there are your true assets who catch all the falling pieces and make them into something special.

When I was feeling my worst, Sharon on Ward 4 made me feel like it was OK, even when giving me preparation which would have normally sent me over the edge regarding my embarrassment.

She supported me to understand Dr Anderson's information (and style of delivery) and she should be commended for this.

Hayley supported me in the early hours of the morning whilst I spoke about how the issues could affect us as a family and she settled me prior to the operation, her chat was on par and completely what I needed.

Prior to going to surgery, Anna (I think that's her name), came to do a day shift and she took me through the morning in prep for surgery and couldn't have been nicer.

Another nurse doing her training got the task of getting me ready to actually go to theatre. Claire (student) had an amazing manner about her, smiling and telling stories to cheer the Ward patients up and was very attentive. She settled me prior to surgery and was able to keep me updated and informed of what was happening.

The registrar Dr Ali came to visit to talk me through the process in theatre and she was absolutely amazing! To have a Dr who is so in tune with the feelings of the patient v's the delivery of news and advice regarding treatment is truly amazing. She was amazing, she also came to see me prior to surgery in the prep room and following surgery, she delivered the very important news that the mass showing on the CT looked to be an infection and nothing to worry about.

Whilst in the recovery room, Dr Ali along with the nursing staff were all around my bed and there was tears of joy as the news was delivered, all of the recovery staff were amazing. Dr Ali then called my wife to also deliver the news and made a follow up visit to the ward prior to going home for the evening (after a 16 hour shift!). She should be commended and cloned as if you had more Dr's like Dr Ali delivering this type of care, more people would feel safe, secure and go on to have more positive outcomes as a result of how she manages herself. She is empathetic, tuned in to people and what the need to hear, and is an absolute asset to your service.

Lastly, I need to mention Nurse Brenda on ward 1, she was jolly, cheerful and welcoming as I was moved through to her care. She was attentive through the night and always had a smile on her face.

I wanted to feedback to the hospital as if I hadn't met the people mentioned above, my care plan and positivity would not have been the same.

They made me feel safe, secure and they understood things from a patients point of view. They are true hero's in my eyes and I will forever remember them as being the stability myself and my family needed when we were going through what felt like at the time, like the most worrying of news.

I would very much like this to be fed back to the wards, departments and teams who dealt with me during my short time in your care as their actions and professionalism is what left me feeling like NHS Lanarkshire was the A1 of health care.

Remember it's not policies that make things work, it's your people.