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Swift response

Posted By Staff2025

"Swift response"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as other),

It appeared that a colleague was having a stroke so myself and two others decided they should be seen at A&E. The staff member who saw us was absolutely fantastic and their manner was excellent and swiftly called someone from the stroke team who arrived within minutes. Very speedy from point of contact to be taken under the wings of the stroke team.

However, the staff member that booked us in was rude, didn't smile or say good morning and then said they could not book my colleague in without their date of birth or address. I could not get a signal in A&E or around A&E on my phone to contact our line manager. I went back with partial information that I could obtain from my colleague considering their confusion and the staff member basically complained.

What a shame that overall the ED Team and Stroke Team were absolutely fantastic but let down by the first point of contact.

Thankfully my colleague has been sent home having had a full work up from ED and Stroke Team so many thanks for the swift response recently! Well done. 

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Responses

Response from Karen Hughes, Senior Charge Nurse, Emergency Department and Minor Injuries Units, Queen Elizabeth University Hospital and New Victoria Hospital), NHS Greater Glasgow and Clyde last month
We are preparing to make a change
Karen Hughes
Senior Charge Nurse, Emergency Department and Minor Injuries Units, Queen Elizabeth University Hospital and New Victoria Hospital),
NHS Greater Glasgow and Clyde

Senior charge nurse & emergency nurse practitioner within the ED & Miu of the Queen Elizabeth University Hospital

Submitted on 19/09/2025 at 02:16
Published on Care Opinion at 09:14

picture of Karen Hughes

Dear staff2025,

Thank you for taking the time to share your experience following your colleague’s recent visit to A&E.

I’m very pleased to hear that the Emergency Department and Stroke Team responded swiftly and professionally, and that your colleague received timely and thorough care. It’s always encouraging to hear such positive feedback about the clinical teams, and I’ll be sure to pass on your kind words to them.

I’m sorry, however, to hear about the interaction at the initial point of contact. First impressions are incredibly important, especially in urgent and stressful situations, and it’s disappointing that this part of the experience did not reflect the high standards we strive for. Your feedback will be shared with the relevant team so that we can reflect and ensure improvements are made.

Thank you again for highlighting both the excellent care and the areas where we can do better. I’m glad to hear your colleague is now home and recovering well.

Warm regards,
Karen
Senior Charge Nurse / Emergency Nurse Practitioner

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

Update posted by Staff2025 (other)

Hi there. Many thanks and yes everything was fine thank goodness and I honestly cannot express how great the ED and stroke team staff members were.

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