"Told to use a board when in complete agony"

Dear oscardj37,

Thank you for taking the time to share your experience with us. I’m truly sorry to hear about the distressing situation you and your husband faced upon arrival to our Emergency Department. It’s clear that he was in significant pain, and I understand how upsetting it must have been for you both.

Please accept our sincere apologies that your initial interaction with reception staff did not reflect the urgency of your husband’s condition. We strive to ensure that all patients are treated with compassion and attentiveness, especially in moments of acute distress. Your feedback will be shared with the relevant team to help us reflect and improve our approach to triaging and supporting patients and their families.

I’m glad to hear that two of our nurses were able to provide the care and kindness you needed during such a difficult time. We will make sure their efforts are acknowledged.

Thank you again for bringing this to our attention. Your feedback is invaluable in helping us improve our service.

Best Wishes,

Julie.

Dear oscardj37

Thank you very much for taking the time to leave feedback on this Care Opinion platform.

I am sorry to read that your husband had to use the services of the Emergency Department here at University Hospital Wishaw.

eTriage is a new self check in service within the emergency department and reception staff are asked to encourage patients to use this when they can. If patients are unable to use this service they are still able to check in at reception.

I am sorry this did not happen when your husband presented at the department. I will pass your feedback onto reception staff and ensure that patients who are unable to use this service are checked in at reception.

I hope your husband makes a speedy recovery.

Regards

Denise