"The patient and parent experience"

I recently attended RHSC A&E department.

Molly, Dr Kirsty, Nurse Kirsty and the Nurse in charge (whose name sadly escapes me) could not have done enough for my daughter and I.

I simply cannot thank them enough for their kindness, care and compassion. We were moved round to the clinical decision unit, where we spent the night. The experience we received there fell far below the standards I would have expected.

The cot bed was not made; I had to ask for sheets, a member of staff spilled some of my daughter’s urine and never returned to clean it. The communication was next to non-existent, constant promises of We’ll be back, Someone will help you with that. I was alone, unable to reach the call bell and did not see a member of staff for the first 2 and half hours of our time there. Ultimately apologies were made, I understand that clinically we were not a priority as that was made very clear, but some small changes could have completely changed both parent and patient experience. 

Unfortunately we had to re- attend later in the week, as advised by our GP, we were seen by Dr Helen and then cared for by Nurse Gemma and Rachel who were so kind, understanding and couldn’t have done more for my daughter and myself.