Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Always welcomed with open arms

Posted By Nicola725

"Always welcomed with open arms"

About: Royal Hospital for Children and Young People (Edinburgh) / Crichton Ward

(as a parent/guardian),

We just want to say Thank You to all the Team on Crichton Day Unit, from your Reception Staff, Play Specialists, Nurses, Auxiliaries, Drs, Consultants, Anaesthetic team &,Theatre Team & Recovery Team. You all work so hard and make it all run smoothly.

My son has always been welcomed with open arms to the day unit, and has been since he was a toddler. He’s always delighted to see familiar faces and that remember things about him.

Special thanks to Kate, Lorna, Aisling, Lesleyann, Claire and Charmaine. Not forgetting theatre nurse Mollie who was super lovely and went out her way to help find items we needed for home.

Surgery days can be super stressful and they do a fantastic job with us parents too. We often need more reassurance than the kids.

The only downfall for us parents is the lack of places to get quick food, cafe was shut and canteen had no chefs, meaning the menu was very poor. Fasted with my son till 1pm… ran off to get food when he was away in theatre… couldn’t get anything suitable… just wanted a bacon roll or baked potato. Got crisps …. That was all I got until we got home to Fife at 7:30pm having left the house at 0630am!! Long day!! Parents and staff need to eat … quick and on the go!! 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Ana Mezzomo, Patient Experience Officer, Patient Experience Team, NHS Lothian 2 years ago
Ana Mezzomo
Patient Experience Officer, Patient Experience Team,
NHS Lothian

Submitted on 26/04/2023 at 13:58
Published on Care Opinion at 13:58

Dear Nicola725,

My name is Ana and I work within the Patient Experience Team at NHS Lothian. I want to thank you for sharing your feedback with us on Care Opinion, that is greatly appreciated.

I was delighted to read that your son has always been welcomed with open arms to the Day Unit, and that the whole team involved in his care were efficient and able to provide the reassurance parents need. Staff strive to deliver the highest standard of person-centred care and it is always encouraging for them to receive positive feedback. Your lovely comments have been shared with the team at Crichton Day Unit and your appreciation means a great deal to them.

I would also like to thank you for highlighting the lack of catering facilities on this site. I appreciate it must have been a very disappointing experience for you, especially after having a long day at the hospital, and I apologise for that. Please be assured that your feedback has been shared with the Catering Management Team who will review this appropriately.

Once again, thank you for taking the time to share your experience with us!

Best wishes,

Ana Mezzomo

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Danny Gillan, Head of Soft Facilities Management, Facilities, NHS Lothian 2 years ago
Danny Gillan
Head of Soft Facilities Management, Facilities,
NHS Lothian

Submitted on 27/04/2023 at 16:09
Published on Care Opinion at 16:09

Dear Nicola725,

Thank you for giving your feedback on our Catering Service, we very much appreciate it. First of all please accept my apology that we were unable to offer you the service that you needed while your son was attending the hospital. The Catering team are very disappointed to hear of your experience as it falls below that standard that they want to achieve. Your feedback is really important to us as it allows us to understand and provide the choices that parents want to see when they visit the restaurant and café. The Catering Manager would be keen to get some more detail from you if you are visiting the hospital again at some point. With regard to the café being closed, we have had some vacant posts in the department recently which have taken us some time to fill, a problem that we’re experiencing to some degree in all our departments. However, I’m pleased to advise that we are now up to our full complement of staff and are able to sustain our proper opening times. I can also advise that we are also in the process of reviewing our retail catering services and are developing proposals to improve them in response to the feedback that we have received. I hope therefore that if you are visiting the hospital in the future, we will be able to offer you the choices and service that you need.

Kind regards,

Danny Gillan

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k