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Great care and amazing staff

Posted By FebruaryFeather24

"Great care and amazing staff"

About: Glasgow Royal Infirmary / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance

(as the patient),

I recently attended A&E following a car accident on the motorway. From the ambulance crew who attended to me on scene, to the triage nurse who got me through quickly to be seen, and the nursing and medical staff who got me sorted until the end - each and every one of them were amazing.

I don’t remember everyone’s names but I was looked after by Tia and student nurse Mary, who will be an absolute credit to her role when she qualifies and starts her new job soon.

Mary made sure to keep my dignity while getting changed on arrival and attaching me to monitoring, kept me calm and chatted to me all the way through, and was just so helpful at all times. Tia was also amazing at keeping me calm and distracted and was incredibly helpful.

I could not fault my experience and everything was so quick and easy from beginning to end. I work in the NHS and to be on the other end of it is daunting, but everyone I met made my experience so positive and made what was quite a traumatic day so much easier.

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Responses

Response from Kristoffer Robertson, Clinical Services Manger, Emergency Department and Acute Assessment - North Sector, NHS Greater Glasgow and Clyde 2 months ago
Kristoffer Robertson
Clinical Services Manger, Emergency Department and Acute Assessment - North Sector,
NHS Greater Glasgow and Clyde

Submitted on 22/08/2025 at 14:23
Published on Care Opinion at 14:23

Thank you so much for sharing your experience following what must have been a very distressing event. We are truly sorry to hear about your accident and hope you are continuing to recover well.

It is wonderful to know that from the ambulance crew through to the staff in A&E, you felt supported and cared for throughout your journey. We are especially pleased to hear your kind words about Tia and Mary. Your feedback about Mary’s professionalism, compassion, and ability to reassure you during such a difficult time is greatly appreciated and will be shared with her and her colleagues.

Working in the NHS yourself, you know how important kindness, dignity, and reassurance are in moments of vulnerability, and your recognition will mean so much to the whole team.

Thank you once again for taking the time to write such thoughtful feedback. We wish you a full and smooth recovery.

Kristoffer Robertson

Clinical Service Manager

Emergency Care and Acute Receiving

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Marie Kennedy, Patient Experience Manager, Corporate Affairs, Scottish Ambulance Service 2 months ago
Marie Kennedy
Patient Experience Manager, Corporate Affairs,
Scottish Ambulance Service

Submitted on 25/08/2025 at 11:16
Published on Care Opinion at 11:16

picture of Marie Kennedy

Hi FebruaryFeather24,

Thank you for sharing your experience. I’m very sorry to hear about your accident and hope you’re continuing to recover well.

I see that your feedback relates to a number of services and you have already had a thoughtful response from Kristoffer from the Emergency Dept. I’m responding on behalf of the Scottish Ambulance Service. I'm delighted to hear that from the moment our crew arrived, through to your care in A&E, you felt supported and safe.

As someone who works in the NHS, your perspective is particularly valued. Being on the receiving end of care can feel daunting and I’m glad our staff helped make a traumatic day more manageable.

If you’d like to share more about your experience with the ambulance crew, please feel free to email sas.feedback@nhs.scot with the name, date, time and address of the call out. Including your Care Opinion username would also help us match your story with the crew involved.

Thank you again for taking the time to share your story.

Best wishes,

Marie

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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