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The emergency care we received was incredible

Posted By ATCov106

"The emergency care we received was incredible"

About: Scottish Ambulance Service / Emergency Ambulance University Hospital Wishaw / Emergency Department University Hospital Wishaw / Paediatrics wards (19 & 20)

(as a parent/guardian),

We phoned 111 regarding our baby and were triaged very quickly and appropriately. It was decided our case should be escalated to the Scottish ambulance service. We live in a rural location and within 10 minutes a fast response car was at our house with an ambulance following behind only 5 minutes later. Considering our remote location, getting 2x ambulance response vehicles to us within 15 minutes is an outstanding level of service, which we are extremely grateful for. Our little boy was assessed by Mick and it was decided by the Biggar paramedics team (Fiona and Derick) that we should be transferred into hospital.  

On arrival at university hospital Wishaw A&E we were taken immediately to resus where our son was assessed immediately by the consultant Kate who was very personable, thorough and professional. 

We were admitted to Ward 20 (paediatric ward) in UHW. We were assessed by Lynsey who was present throughout the night shifts during our care over the weekend. Lynsey made us feel listened to and was very understanding. She was objective and honest and kept us in the loop with our son's care. 

It was noticed by student nurse Pamela that our son had a high temperature, she acted quickly to escalate her concerns which resulted in our son getting the care he needed quickly.  Laura, who took care of our son when he became unwell, was professional, calm and compassionate.  Djamal helped explain the escalation pathway and helped us understand the protocol for our son's care. She was kind and understanding towards our worries. 

Throughout our stay on ward 20 the nursing staff were extremely attentive, patient and understanding. Every member of staff took the time to explain every situation to us. We would particularly like to highlight the outstanding care by nursing staff members: Steph, Eve, 3x Erins, Megan (for taking our son for a cuddle at 6am and allowed us to sleep for longer), Fiona, Jayne, Elle, Amy (who took us down for X-ray).  

We would also like to highlight the exceptional care we received from the students working on the ward, in particular Pamela. They will be a credit to the NHS once qualified and we wish them all the best in their future careers. 

Last but most definitely not least, a huge thank you to the health care support workers who gave us their time. Myra was a friendly face on the ward who always came to check in on us and this was invaluable in a time of worry and uncertainty. 

We have never had to use the NHS in this way before but the emergency care we received during our 4 day admission was incredible. We will forever be in debt to those who took care of us and will continue to be grateful for the services the NHS provides. 

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Responses

Response from Julie Coyle, Senior Nurse - Emergency Care, University Hospital Wishaw, NHS Lanarkshire last month
Julie Coyle
Senior Nurse - Emergency Care, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 11/07/2025 at 16:42
Published on Care Opinion at 16:42

Dear ATCov106,

Thank you so much for taking the time to share such a thoughtful and detailed message about your recent experience. We are truly grateful for your kind words and are so pleased to hear that you and your little boy received the care and support you needed during what must have been a very worrying time.

Your feedback highlights the dedication, compassion, and professionalism of our colleagues across multiple services—from the swift response of the Scottish Ambulance Service to the attentive care provided in A&E and Ward 20 at University Hospital Wishaw. It’s incredibly heartening to hear how each team member, including our students and support staff, contributed to making you feel safe, informed, and cared for.

We will ensure your message is shared with all the individuals and teams you mentioned—Mick, Fiona, Derick, Kate, Lynsey, Pamela, Laura, Djamal, and the many others who made a difference. Your recognition means a great deal to them and to all of us.

Wishing your son a continued and speedy recovery. Please don’t hesitate to reach out if there’s anything further we can do to support you.

Warmest regards,

Julie.

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Response from Marie Kennedy, Patient Experience Manager, Corporate Affairs, Scottish Ambulance Service last month
Marie Kennedy
Patient Experience Manager, Corporate Affairs,
Scottish Ambulance Service

Submitted on 14/07/2025 at 11:28
Published on Care Opinion at 11:28

picture of Marie Kennedy

Dear ATCov106,

As mentioned above by my colleague Julie thank you so much for your very kind and personal feedback to all the staff involved. It means a lot to all our staff to receive such glowing feedback. I'm truly delighted to hear that your son received such timely and patient centred care in what must have been a very anxiety inducing time for you all. It's really lovely to hear about how all the staff worked together to ensure your son received the best care possible. Wishing your son the best onward recovery.

Warmest regards,

Marie

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Response from Laura Jack, Service Manager, Specialist Children's Health Services Unit, North Lanarkshire Health & Social Care Partnership last month
Laura Jack
Service Manager, Specialist Children's Health Services Unit,
North Lanarkshire Health & Social Care Partnership

Submitted on 14/07/2025 at 15:42
Published on Care Opinion at 15:42

picture of Laura Jack

Dear ATCov106,

Your story really gave me goosebumps - I'm so pleased that our Paediatric staff here at University Hospital Wishaw were able to help your son and your family and did so with such warmth and compassion.
Thank you so much for getting in touch and in particular for highlighting all the individual staff that made a real difference. I know they will all be delighted.

Working in the NHS comes with it's challenges but our staff go over and above all of the time to make sure that care for our children and young people is a 'stressless' as possible. I'm so glad they made the experience better for you all and hope you're all doing well.

All the best and thanks again:-)

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Response from Stephanie Ferrie, Senior Charge Nurse, North Lanarkshire Health & Social Care Partnership last month
Stephanie Ferrie
Senior Charge Nurse,
North Lanarkshire Health & Social Care Partnership

Submitted on 14/07/2025 at 16:14
Published on Care Opinion at 16:15

Dear ATCov106,

Thank you for providing positive feedback. I am delighted to hear that the care you received during your stay made you feel your concerns were listened to and understood. It is always our aim to provide a high standard of care for our patients and I am so happy to feel our medical and nursing staff met all of your needs.

I have informed all of the staff mentioned within this lovely feedback to highlight this to them. They are so grateful for your lovely words and very proud they made what must have been a difficult time for you both a bit easier.

Kind Regards,

Stephanie

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