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Care Opinion

Exceptional care

Posted By mc1207

"Exceptional care"

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

(as a parent/guardian),

My son had a collapse episode at home shortly after wakening up for school.

Myself & my husband struggled to rouse him as he was limp and non responsive and I called for an ambulance.

Within minutes the ambulance had arrived. The paramedics Elaine & Jamie were so kind and had such a gentle approach with our son who had started to come round as they arrived. Their calm demeanour kept ourselves and our son feeling comfortable whilst checking him over & they were so attentive whilst taking him to the RHCG a&e department.

On arrival to a&e my son was seen promptly & his initial assessment was carried out by a medical student Fatima, who had the perfect bedside manner, we felt she listened to all our concerns and was very thorough when taking our information to ensure she had documented everything accurately. She was extremely kind in nature towards our son during her assessment.

The staff nurse Suzanne & student nurse Ashley were both amazing with our son, whilst carrying out their assessments and interventions. They made things fun and our son felt safe with them, they continuously explained to him what they were doing throughout their interactions & ensured we were updated continuously.

The Doctor Godman assessed our son with such a gentle approach. He felt so at ease with her that he allowed her to carry out all her assessments without even looking at us. Her information and advice was thorough and she had seeked advice from other specialists and relayed all the information to us with their thoughts & plans moving forward. She encouraged us to ask questions and gave reassurance.

On leaving to go home myself & my husband felt happy that the best care possible had been given & we can’t thank all of the above professionals for making what was an extremely distressing situation, bearable because we knew we were in safe hands.

Their knowledge, empathy & communication skills were exceptional. 

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Responses

Response from Mark Hannan, Head of Corporate Affairs and Engagement, Scottish Ambulance Service 3 weeks ago
Mark Hannan
Head of Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 22/05/2024 at 13:25
Published on Care Opinion at 13:25

Hi mc1207,

Thanks for taking the time to tell us about your experience and leave such positive feedback about all the staff across the NHS who helped care for your son.

I can't imagine how scary a morning that must have been for you both seeing your son like that, you must have been so worried.

From an ambulance service perspective, it's great to read the praise for our paramedics Elaine and Jamie - that they were able to provide the best possible care for your son, whilst also providing reassurance, care and compassion to you and your husband is good to hear. They will both be delighted to see your feedback and to know that your son is ok.

If you'd like us to pass on your feedback directly to Elaine and Jamie, could you possible drop us a quick note to sas.feedback@nhs.scot with the name, address, date and time of the call out and we'll be able to track them down within our system.

Thanks again for writing in and I hope your son is recovering well and back to his old self again.

All the best,
Mark

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Response from Catriona Riddell, Lead Nurse, Paediatrics, NHS Greater Glasgow and Clyde 2 weeks ago
Catriona Riddell
Lead Nurse, Paediatrics,
NHS Greater Glasgow and Clyde

Submitted on 28/05/2024 at 10:03
Published on Care Opinion at 10:03

Dear mc1207,

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

I am sorry to hear that your Son was unwell and had to attend the Emergency Department. I hope that he is now recovering well at home?

I am so pleased to hear that you had such a positive experience while attending the department and that all the staff you came into contact with helped make what can be a stressful time a little easier.

I will share your lovely words with all the staff in the Emergency Department and ensure those staff who you have named get to see it. I am sure all staff will be delighted to read your lovely feedback.

It means such a lot to our teams to know that they have made a difference to the families who have been in our care.

Thanks again for taking the time to leave your feedback.

Catriona Riddell

Lead Nurse - RHC

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Response from Kevin Torbet, Admin Assistant, Patient Experience and Public Involvement, NHSGGC 2 weeks ago
Kevin Torbet
Admin Assistant, Patient Experience and Public Involvement,
NHSGGC

Submitted on 28/05/2024 at 10:11
Published on Care Opinion at 10:11

picture of Kevin Torbet

Dear mc1207

Thank you for taking the time to share your story about your son's recent experience with our emergency services and the care he received at the Royal Hospital for Children.

We are deeply grateful for your kind words and are pleased to hear that your son received the compassionate and professional care that every patient deserves.

We are delighted to hear that upon arrival at the A&E department, your son was treated with exceptional care by our medical staff. It is wonderful to know that Medical Student Fatima, Staff Nurse Suzanne, Student Nurse Ashley, and Doctor Godman all contributed to making your son feel safe and well cared for.

Your acknowledgment of their thoroughness, empathy, and excellent communication skills is greatly appreciated.

I will be happy to pass on your thanks to the team who I'm sure will be touched to hear your kind words.

Kind regards

Kevin

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