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Every single member of staff was professional and helpful

Posted By Elaine846

"Every single member of staff was professional and helpful"

About: Royal Victoria Hospital / Accident & Emergency

(as a relative),

I recently took a really ill relative to RVH. We got into the main reception in a wheelchair. It was an emergency, there was no one on main reception. Two separate young workers who had finished work at the hospital didn’t hesitate to help me.

They got us to A&E and waited til we got signed in.

The Emergency Department was overflowing. People were sitting on the floor.

Every single member of staff was professional and helpful, although they were under immense pressure.

Thank you to all the staff at the RVH and especially the two members of staff who got us to A&E.

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Responses

Response from Linsey Sheerin, Divisional Nurse, Urgent and Emergency Care, Emergency Care, Belfast Health and Social Care Trust 3 weeks ago
Linsey Sheerin
Divisional Nurse, Urgent and Emergency Care, Emergency Care,
Belfast Health and Social Care Trust

Submitted on 04/04/2024 at 17:29
Published on Care Opinion at 17:29

Dear Elaine846,

My name is Linsey Sheerin, I am the Divisional Nurse responsible for Urgent and Emergency Care at Belfast Adult Emergency Departments. Thank you for taking the time to share your experience on Care Opinion. Unfortunately the main reception of the Hospital in not staff 24 hrs per day, despite this it is reassuring that staff did attend to you and your relative in the foyer.

Unfortunately our services remain under significant pressure as demands continue to exceed our capacity. It is heart warning to read that your found staff professional and helpful. Please do not underestimate the impact your kind words will have on a very tired team.

I hope your relative is currently well and on the road to recovery.

Linsey

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Update posted by Elaine846 (a relative)

Hi Linsey, no criticism of main reception being closed, I simply didn’t know where I was going I was so panicked.

Again, every member of staff we encountered from porters, cleaners, receptionists, radiographers, nurses and doctors gave us the very best of care under obvious lack of resources.

My son has now fully recovered.

Response from Linsey Sheerin, Divisional Nurse, Urgent and Emergency Care, Emergency Care, Belfast Health and Social Care Trust 3 weeks ago
Linsey Sheerin
Divisional Nurse, Urgent and Emergency Care, Emergency Care,
Belfast Health and Social Care Trust

Submitted on 05/04/2024 at 10:15
Published on Care Opinion at 10:15

Dear Elaine846,

Thank you once again, glad to hear your son has fully recovered.

Linsey

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Response from Kevin Patterson, Patient and Client Experience Facilitator, Belfast Trust Wide, Belfast Health and Social Care Trust 2 weeks ago
We are preparing to make a change
Kevin Patterson
Patient and Client Experience Facilitator, Belfast Trust Wide,
Belfast Health and Social Care Trust

Submitted on 09/04/2024 at 11:00
Published on Care Opinion at 11:04

picture of Kevin Patterson

Dear Elaine846,

My name is Kevin Patterson I am the Facilitator for Patient and Client Experience for the Belfast Trust and I also manage the main reception in the Royal Victoria Hospital.

Thank you so much for leaving your story on Care Opinion, I apologies that there was no receptionist on duty, as my colleague has stated this is not open 24 hours. The main reception is routinely mistaken for the Emergency Department and we have tried to look at better signage.

I will look at ways to better improve the patient experience and would love your feedback on the matter if you have any ideas please contact me on the following email address PatientExperience@belfasttrust.hscni.net

I am so glad that your relative was looked after by the ED staff and it is great to hear the lovely comments given that the ED was under pressure.

Can I say again thank you so much for your feedback.

Kevin Patterson

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Response from Kevin Patterson, Patient and Client Experience Facilitator, Belfast Trust Wide, Belfast Health and Social Care Trust last week
We have made a change
Kevin Patterson
Patient and Client Experience Facilitator, Belfast Trust Wide,
Belfast Health and Social Care Trust

Submitted on 22/04/2024 at 13:09
Published on Care Opinion at 13:14

picture of Kevin Patterson

Dear Elaine846,

We have looked at the signage at the front of the building and we have increased the visuals for patients trying to attend the Emergency Department. I hope this helps decrease the stress for those looking to avail of the ED and get their loved ones or themselves triaged as quickly as possible.

We will continue to monitor this and will continue to change on the back of the feedback we receive. Can I again thank you for highlighting this and I hope your relative has fully recovered.

Many thanks

Kevin Patterson

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