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Pleasant, professional, patient and empathetic

Posted By JohnnyGog

"Pleasant, professional, patient and empathetic"

About: Emergency Department / Minor Injuries

(as the patient),

I had to visit Minor Injuries at Wishaw General, after a finger injury.

I had to stand in the waiting room for 2.5 hours before my name was called.

Once called, I was dealt with by a nurse who was everything I could have hoped for: pleasant, professional, patient, empathetic, was able to clearly inform me what was happening, explained clearly what I should do when I was home, leaving me feel that I had been well looked after. 

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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 19/09/2025 at 13:27
Published on Care Opinion at 13:27

Dear JohnnyGog,

Thank you for taking the time to share your recent experience at our Minor Injuries Unit at University Hospital Wishaw.

I’m very sorry to hear that you had to wait for 2.5 hours before being seen. We understand how frustrating and uncomfortable long waits can be, especially when you're in pain. Please be assured that we are continually working to improve our processes and reduce waiting times, and your feedback helps us identify areas where we can do better.

I’m very pleased, however, to hear that once you were seen, the care you received from our nurse met your expectations. Your kind words about their professionalism, empathy, and clear communication are greatly appreciated and will be shared with the team. It’s always encouraging to hear when our staff make a positive difference in someone’s experience.

I hope you are recovering well from your injury.

Best wishes,

Julie.

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