"Provide excellent care when it’s most needed"

My daughter recently had to attend Antrim ED after a fall at school, and I wanted to share some feedback on our experience.

We used the Phone First service and were advised to come at a specific time to see a nurse practitioner. When we arrived, we were triaged promptly by two nurses, which showed how efficiently the team were working to manage patients. However, the process did feel rushed and quite impersonal, and it wasn’t clear at the time that we’d be waiting to see a doctor rather than the nurse practitioner. While this lack of communication was frustrating, I fully appreciate how busy and demanding the environment is, and it was clear that the staff were doing their very best under a lot of pressure.

After quite a long wait, we were seen by Dr. Anna, who completely turned our experience around. She was so kind, patient and gentle with my daughter, taking the time to explain what she was doing and making her feel at ease. Within minutes, she had the wound cleaned, glued, and a referral to ENT arranged. Her care and professionalism were outstanding, and we’re extremely grateful for the compassion she showed.

Overall, while the triage process could have felt a bit more personal and better communicated, we were very reassured and impressed by the care we ultimately received. It’s clear the staff are working under immense pressure, yet still provide excellent care when it’s most needed — and we’re especially thankful to Dr. Anna for her kindness and expertise.