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The staff need the recognition of their amazing work under s...

Posted By Lynne1982

"The staff need the recognition of their amazing work under such difficult circumstances"

About: NHS 24 / NHS 24 (111 service) Royal Alexandra Hospital / GP Out of Hours Royal Hospital for Children (Glasgow) / Accident & Emergency Royal Hospital for Children (Glasgow) / Clinical Decision Unit

(as a parent/guardian),

Recently returned from an overnight with my son suffering suspected appendicitis and wanted to praise every staff member that were part of his care at the hospital.

The A&E department at the children’s hospital was incredibly busy, but we were seen within a few hours and you would never guess the staff were under pressure with how kind and friendly they were with us.

I didn’t get every name, but Dr Sweeney at A&E, nurse Isla in A&E and the nurses and student nurses in the CDU were all amazing with my son.

They all spoke to him with care and respect, explained what they were doing on his level and asked his permission before doing any treatments. They made what was a worrying time for me as a parent, so much less terrifying. I hope this feedback reaches them all and tell them a big thank you from us. 

We started off the night with a phone call to NHS 24 and then an appointment at the Out of Hours department at the RAH in Paisley. Again, every staff member was great with us. We had an appointment within 30 minutes of phoning NHS24 and were seen within a few minutes of reaching the department at the RAH. 

I feel everyone is quick to criticise the NHS and while I agree it is absolutely underfunded, the staff need the recognition of their amazing work under such difficult circumstances. 

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Responses

Response from Stephanie, Patient Experience Officer, Nursing and Care, NHS 24 last week
Stephanie
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 19/04/2024 at 12:31
Published on Care Opinion at 12:31

picture of Stephanie

Dear Lynne1982

Thank you for sharing your experience on Care Opinion. I am sorry to learn you had cause to contact 111 on behalf of your son, this must have been a very worrying time.

I am pleased to read that you felt you had such a positive patient journey.

If you wish to share some more information with me, then I could identify the staff who managed your call to NHS 24 and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce for them how valued their care is when people call our services.

You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk

Thank you again for sharing your experience and I hope your son is recovering well.

Kind regards

Stephanie

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Response from Catriona Riddell, Lead Nurse, Paediatrics, NHS Greater Glasgow and Clyde last week
Catriona Riddell
Lead Nurse, Paediatrics,
NHS Greater Glasgow and Clyde

Submitted on 24/04/2024 at 13:45
Published on Care Opinion at 13:45

Dear Lynne1982,

Thank you for taking the time to leave your feedback on Care Opinion.

I am sorry to hear that your son was unwell and had to attend our Emergency Department, I hope he is now recovering well at home?

I am pleased to hear that you had such a positive experience when attending the Emergency Department and when being admitted to CDU, and that the staff that you came into contact with made what can be a worrying time a little easier.

I will share your lovely words with all of the staff in the Emergency Department and CDU and I am sure they will all be delighted to read your kind feedback. It means such a lot to our teams to know they have made a difference to those who have been in our care.

Catriona Riddell

Lead Nurse - RHC

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Response from Charlene Sweeney, Operational Business Manager, GP Out of Hours Service, NHS Greater Glasgow and Clyde last week
Charlene Sweeney
Operational Business Manager, GP Out of Hours Service,
NHS Greater Glasgow and Clyde

Submitted on 25/04/2024 at 17:21
Published on Care Opinion at 19:05

Dear Lynne1982,

Thank you for taking the time to share your GP Out of Hours experience on Care Opinion. We are pleased to hear about your positive experience within the Out of Hours Service and the care provided at the RAH Primary Care Emergency Centre.

We appreciate when our staff are recognised for the professionalism, care and compassion that we strive to achieve at all times. If you remember any names of the staff you had interaction with, please don't hesitate to contact me at charlene.sweeney@ggc.scot.nhs.uk.

Kind regards and best wishes.

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