"Treated us with such kindness"

My son attended the paediatric emergency department one Friday mid Sept at approx 9.30am. We saw Christina, an emergency nurse practitioner who treated us with such kindness and was careful to listen to us, explain what would happen, how long we would be expected to wait and once we were ready to be discharged was very clear about next steps and who to get in contact with if we had any ongoing concern or questions.

We also saw Lauren, a radiographer, who introduced not only herself but also the two other members of her team in the x-ray room. She was very gentle with my son and explained very clearly and simply what he (and we) needed to do for the x-ray.

Both Christina and Lauren and also the lady who initially triaged us (I didn't catch her name) are an absolute credit to the emergency department. They treated us exactly the way I'd want all patients to be treated.

The only two comments I would make, is that you are called by name when you are in the waiting room to go into the triage room and after you hear your name it isn't very clear where you need to go, as you can't see the member of the team who called you. A few other people in the waiting room weren't sure where they needed to head to when they were called so I don't think it was just us. Maybe the person doing triage could wait at the doorway so it is clear?

The other small comment would be that my son was asked if he wanted 'pain medication' he said no partly because I suspect he doesn't know what that phrase means and was worried it might be an injection or something a bit scary. I think if you could say 'it will be like calpol if you have ever had that before, so just some liquid in a syringe to swallow' he would have known what he could say yes to! He was given pain relief when his break was confirmed so no complaints there.