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An NHS employee going the extra mile

Posted By waterxw74

"An NHS employee going the extra mile"

About: Glasgow Royal Infirmary / Urology( Ward 70)

(as the patient),

I had to have a urinary catheter fitted at the Glasgow Royal Infirmary with a return appointment for 3 months. After 3 weeks I developed a UTI.

I paid a visit to the urology dept, to be told by the clerical staff to go to the A&E with them unwilling to offer any other help. I was eventually put in contact with Pauline, a urology secretary, who quickly  arranged an appointment for me to have to have it changed the next day.

I can’t thank her enough as it was not part of her duties but she went out of her way to help me. I think her actions show the caring side of the NHS.

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Responses

Response from Suzanne Madden, Interim Lead Nurse for Urology & OPD, Urology & General Outpatient's Department (North), NHSGGC last week
Suzanne Madden
Interim Lead Nurse for Urology & OPD, Urology & General Outpatient's Department (North),
NHSGGC

Submitted on 03/10/2025 at 12:14
Published on Care Opinion at 12:14

Thank you for sharing your experience and I am sorry that your initial visit to the department left you feeling unsupported. That is not the standard of care we aim to deliver, and we appreciate you bringing it to our attention.

I am pleased to hear about the support you received from Pauline, and we agree that her actions truly reflect the caring and compassionate side of the NHS. I will make sure your kind words are passed on to her, as it’s always encouraging for staff to hear when they’ve made a difference.

If you would like to discuss your concerns in regard to your initial visit, please feel free to contact me on 01412118406.

Suzi Madden

Lead Nurse

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