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Patient care

Posted By paprikazr86

"Patient care"

About: Royal Hospital for Children (Glasgow) / Outpatient Department

(as a parent/guardian),

Arrived early for my 8:30am appt at the Royal children's hospital but no-one was at the outpatient reception desk to check in. I saw Eleanor at the Clinic 1 desk and asked for assistance. She advised she couldn't check me in, but told me to wait at the outpatient desk (self check in machine didn't work). Eleanor saw many different workers ignore me /pass by me without checking me in, and checked the system and advised which clinic she thought I should be at. Eleanor was polite and helpful and went above and beyond her role to help a stressed out mother and I'm so thankful for her taking her time to assist me. She was very cheerful and chatted with my baby. Your service are very lucky to have her. Thank you.

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Responses

Response from Mhairi Stirrat, Senior Charge Nurse, Outpatients - Royal Hospital for Children, NHS Greater Glasgow and Clyde last week
Mhairi Stirrat
Senior Charge Nurse, Outpatients - Royal Hospital for Children,
NHS Greater Glasgow and Clyde

Submitted on 18/07/2025 at 09:08
Published on Care Opinion at 09:08

picture of Mhairi Stirrat

Dear Paprikazr86

Thank you for taking the time to share your recent experience at the Royal Hospital for Children. I would like to extend my sincere apologies for the inconvenience you encountered on arrival, particularly the lack of support at the outpatient reception and the issues with the self check-in system.

I am, however, very pleased to hear of the exemplary assistance provided by Eleanor at Clinic 1. Her willingness to go beyond her usual responsibilities and her kind, reassuring manner are truly appreciated. I will ensure her actions are formally acknowledged.

In response to your feedback, I will be raising this matter with the outpatient reception team to review current processes and ensure appropriate cover is in place during early clinic hours. We will also follow up on the functionality of the self check-in system to prevent similar issues for other families.

Thank you once again for your valuable feedback.

If you would like to discuss further please don't hesitate to contact me on 0141 452 4077 or email mhairi.stirrat@nhs.scot

Yours sincerely,
Mhairi Stirrat
Senior Charge Nurse
Women & Children’s Services
Royal Hospital for Children, Glasgow

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