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Excellent care recieved

Posted By BBAR

"Excellent care recieved"

About: Lisburn Community Services / Urgent Primary Care Out-Of-Hours Service Mater Hospital / Accident & Emergency Royal Victoria Hospital / Accident & Emergency

(as a parent/guardian),

I brought my son, whom has Autism to the Mater hospital Accident and Emergency department recently following an urgent referral by the out of GP at SEHSCT (also excellent service advice). The service, understanding, patience and person centred care he received from the reception staff, nurses, HC assistants to the fantastic consultant Dr Chris who seen him was truly fantastic.

My son was extremely anxious and frightened about his presenting issue. He was shown such empathy and understanding which enabled to speak to staff and be heard. Due to the health concerns presenting he was then transferred to the Royal Accident and Emergency department to see the Urology doctor. He saw the urology registrar (we can't remember her name) who also treated my son with empathy, dignity and respect. Again all the nurses doctors and pharmacy staff were excellent despite the busy environment they had time and patience.

We just wanted to highlight this and are very grateful for the care he received through this emergency situation. Thank you so much. 

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Responses

Response from Bernie Hillen, Nurse, Accident & Emergency Services, Mater Hospital, Belfast Health and Social Care Trust 2 months ago
Bernie Hillen
Nurse, Accident & Emergency Services, Mater Hospital,
Belfast Health and Social Care Trust

Submitted on 23/09/2025 at 15:25
Published on Care Opinion at 15:25

Hi

Thank you so much for taking the time to write such lovely feedback.

I will ensure your kind words are passed on to all the staff who endeavour to ensure high quality of care on a daily basis

It will be lovely for staff to hear that they have made a difference to your son and I hope he is feeling better.

Thanks

Bernie

ED Sister

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Update posted by BBAR (a parent/guardian)

Thank you Bernie, please share this with the staff, they really were excellent with him across all the teams who looked after him. This made all the difference to him as he was highly anxious and frightened and had his ASD symptoms to contend with also. He is doing better and will be seen again shortly. Thank you again.

Response from Sharon Thompson, Unscheduled Care Manager, South Eastern Health and Social Care Trust last month
Sharon Thompson
Unscheduled Care Manager,
South Eastern Health and Social Care Trust

Submitted on 01/10/2025 at 09:59
Published on Care Opinion at 09:59

Hi,

Thank you also for your kind words regarding the advice you received from the Urgent Primary Care GP Out of Hours service in SEHSCT. I am glad to read that your son is doing better.

Kind Regards

Sharon

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Response from John Barron, Service Manager, Urgent & Emergency Care, Belfast Health and Social Care Trust 10 hours ago
John Barron
Service Manager, Urgent & Emergency Care,
Belfast Health and Social Care Trust

Service Manager Adult Urgent and Emergency Care

Submitted on 26/11/2025 at 12:46
Published on Care Opinion at 12:46

Dear BBAR,

Thank you for taking the time to share your experience. I’m John Barron, Service Manager for Adult Urgent & Emergency Care at Belfast Trust, and I’m delighted to read such positive feedback about your son’s recent journey through both the Mater and Royal Victoria Hospital Emergency Departments.

Attending an Emergency Department can be stressful for anyone, and even more so for someone living with autism. I am very pleased to hear that the reception team, nursing staff, healthcare assistants, Dr Chris and the wider medical teams demonstrated patience, understanding and person-centred care to help your son feel listened to and supported at a difficult and anxious time.

It is also wonderful that this high standard of compassionate care continued when he transferred to the Royal, with the urology team treating him with dignity and empathy despite the pressures of a busy environment. Our teams work extremely hard, often under considerable demand, and feedback like yours means a great deal to them and reinforces the importance of taking time to communicate well, build trust and provide care that is tailored to each individual.

I will make sure your kind words are passed on to staff in both sites, including Dr Chris and the Urology team.

Thank you again for sharing your story. I hope your son is now feeling much better and recovering well.

Best wishes,
John

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