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Excellent care despite huge pressures

Posted By MCGlasgow

"Excellent care despite huge pressures"

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

(as a parent/guardian),

My 4yo son broke his foot at the weekend. As a medical staff member in the NHS, I was dreading taking him to children's ED at RHC on a weekend evening during winter, and unsurprisingly the department was indeed exceptionally busy, with no space in the waiting room or after triage. 

Despite this, the care we received was superb. In particular, everyone we encountered - from HCSWs at the front door, triage ENP (I think Hannah?), resident doctor Charlotte, radiographer Libby - were polite, cheerful, humorous, and professional. I was particularly impressed with how my son was the centre of everyone's care, and how everyone spoke directly to him.

I was humbled to see such professionalism and cheerfulness in the adversity of severe clinical pressures. Thanks so much to everyone in RHC ED - fabulous team.
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Responses

Response from Kevin Torbet, Admin Assistant, Patient Experience and Public Involvement, NHSGGC 6 months ago
Kevin Torbet
Admin Assistant, Patient Experience and Public Involvement,
NHSGGC

Submitted on 05/12/2024 at 14:01
Published on Care Opinion at 14:01

picture of Kevin Torbet

Dear MCGlasgow

Thank you for sharing your experience of attending the Emergency Department at the Royal Hospital for Children with your son. We’re so pleased to hear that despite the challenging circumstances, you and your son received superb care from our team.

Your kind words about the politeness, cheerfulness, and professionalism of staff like Hannah, Charlotte, Libby, and the HCSWs mean so much to us. It’s particularly touching to hear that your son was made to feel like the centre of attention, with staff engaging with him directly to ensure he felt comfortable and cared for.

Winter evenings in a busy ED can be daunting, but feedback like yours reaffirms the dedication and resilience of our incredible teams. We will make sure your comments are shared with everyone involved in your son’s care who I'm sure will be delighted to hear their hard work and compassion made such a difference.

We hope your son is recovering well and getting back to being his playful self. Thank you again for taking the time to acknowledge the team’s efforts – it truly means the world to them.

Kind regards

Kevin

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