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Eternally grateful for all the care we received at a difficu...

Posted By neptuneqp33

"Eternally grateful for all the care we received at a difficult time."

About: Royal Hospital for Children (Glasgow) / Accident & Emergency Royal Hospital for Children (Glasgow) / Burns Service Scottish Ambulance Service / Emergency Ambulance

(as a parent/guardian),

Attended A&E with my daughter via ambulance for a scald to her ear and side of her face.

Couldn’t fault the staff on a whole, was triaged by a lovely staff nurse who was understanding and caring. We then waited about an hour to be taken to the minor procedures room. Doctor was informative and gave us what we need to get home until we saw the burns team on Monday.

Sharon has been outstanding. Reassuring my husband and I, and settling both our nerves! I can’t thank her enough. Only minor problem was, my husband wasn’t allowed into the waiting room at A&E because the department was busy, but there were multiple patients with both parents in there, so that was frustrating. More seating is required after you have been triaged. People sitting everywhere in the corridors, children sleeping on small chairs across parents laps.

Eternally grateful for all the care we received at a difficult time. Thank you

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Responses

Response from David King, Patient Experience Coordinator, Corporate Affairs, Scottish Ambulance Service 16 months ago
David King
Patient Experience Coordinator, Corporate Affairs,
Scottish Ambulance Service

Submitted on 19/12/2023 at 13:01
Published on Care Opinion at 13:01

Dear neptuneqp33

Thank you for sharing your story. It must have been a very worrying time for you so it is heartening to read that you are happy with the care received.

If you have any feedback about the ambulance crew that attended could I ask you to email our Patient Experience Team at sas.feedback@nhs.scot with your name, Care Opinion name, your daughter's name and the address and date we attended.

I do hope your daughter is feeling better now.

Kindest regards

David

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Response from Catriona Riddell, Lead Nurse, Paediatrics, NHS Greater Glasgow and Clyde 16 months ago
Catriona Riddell
Lead Nurse, Paediatrics,
NHS Greater Glasgow and Clyde

Submitted on 19/12/2023 at 18:23
Published on Care Opinion at 18:23

Dear neptuneqp33,

Thank you for taking the time to leave us your feedback. I am sorry to hear that your daughter was injured. I hope that she is now recovering well at home?

I am pleased to hear that the staff you came into contact with in A&E were helpful and supportive and that Sharon has been such a great support to you both during what I am sure has been a stressful time. I will make sure your lovely feedback is shared with both the A&E team and Sharon directly and I am sure they will be delighted to read it.

In relation to your comment regarding the waiting room in A&E and your husband not being allowed to wait, unfortunately, during busy times we have to limit to one parent to allow staff to be able to continue to visualise patients waiting and this can be difficult when the room is busy and overcrowded with people. However, at this point we would ask all waiting to limit to one parent for that period of time and not just those who have just arrived. I will pick this up with the department to ensure we are treating all attending consistently.

Thank you again for taking the time to contact us.

Catriona Riddell

Lead Nurse- RHC

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