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Great patient experience at a busy time

Posted By libraqh37

"Great patient experience at a busy time"

About: Queen Elizabeth University Hospital Glasgow / Minor Injuries Unit

(as a service user),

I visited Minor Injuries after a fall with a painful wrist on a very busy late evening. One of the nursing staff came out to explain that the service needed to close in a couple of hours and it was very unlikely we'd all be seen, but she immediately offered the chance for those of us far down on the list to get an appointment for the next morning if we could wait till then.

She was extremely kind and clear in her explanation of why things had happened that way, and apologetic while still being clear that it wasn't anyone's fault and they were working very hard to meet the demand, which I could tell everyone in the waiting room appreciated.

When I went back the next morning I was seen, xrayed and away within an hour, which I felt was fantastic service, and the staff were so kind and helpful.

Just wanted to feed back a great example of how to manage expectations and demand during what was clearly a very difficult shift! 

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Responses

Response from Kevin Torbet, Admin Assistant, Patient Experience and Public Involvement, NHSGGC 14 months ago
Kevin Torbet
Admin Assistant, Patient Experience and Public Involvement,
NHSGGC

Submitted on 09/08/2024 at 08:52
Published on Care Opinion at 08:52

picture of Kevin Torbet

Dear libraqh37

Thank you so much for taking the time to share your experience of attending our Minor Injuries Unit. We're truly grateful for your understanding and patience during what sounds like a very busy and challenging evening.

Our team strives to provide the best possible care, even under difficult circumstances, and it's heartening to hear that you felt well informed and supported throughout your visit. We always aim to be transparent with our patients about wait times and availability, and we're glad that the approach our staff took helped manage expectations effectively.

Your positive feedback about the care you received the following morning, including the quick and efficient service, will be shared with the entire team. It's wonderful to know that their kindness and hard work made such a difference to your experience.

Thank you again for your kind words it really means a lot to the staff.

Kind regards

Kevin

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Response from Karen Hughes, Senior Charge Nurse, Emergency Department and Minor Injuries Units, Queen Elizabeth University Hospital and New Victoria Hospital), NHS Greater Glasgow and Clyde 14 months ago
Karen Hughes
Senior Charge Nurse, Emergency Department and Minor Injuries Units, Queen Elizabeth University Hospital and New Victoria Hospital),
NHS Greater Glasgow and Clyde

Senior charge nurse & emergency nurse practitioner within the ED & Miu of the Queen Elizabeth University Hospital

Submitted on 10/08/2024 at 14:32
Published on Care Opinion at 14:32

picture of Karen Hughes

Dear libraqh37,

thank you for taking the time to submit a care opinion, and thank you so much for your patience and for also appreciating the demands, that on occasions can impact the service we provide. I am delighted that you were kept informed and an alternative treatment plan was arranged for the following day. I hope your wrist is healing well, that sounded quite painful! I'm delighted your visit to the minor injury unit was a positive experience and you appreciated the care you received and the communication and information given.. Our staff work extremely hard and will appreciate receiving such positive feedback,

thank you.

with kind regards,

Karen

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