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Compassion in a Crisis at QEUH

Posted By William7

"Compassion in a Crisis at QEUH"

About: Queen Elizabeth University Hospital Glasgow / Neurosurgery (Ward 64 – 66)

(as the patient),

I attended as an emergency inpatient at the Queen Elizabeth University Hospital (QEUH) suffering from a suspected surgical spinal emergency (Cauda Equina Syndrome). After enduring a traumatic 18-hour delay in care elsewhere, I arrived at the QEUH feeling broken and terrified.

I want to highlight the incredible care provided by Nurse Lucy. From the moment she took over my care, she treated me with a level of empathy and dignity that I hadn't experienced in the previous 20 hours. Despite the department being under immense pressure, Lucy made me feel like a person, not just a number and was a total darling, professional, warm, and deeply kind. She helped restore my faith in the nursing profession during the scariest moment of my life.

The staff are clearly working under immense strain and are doing their absolute best with the resources they have. My only wish is that the talented professionals here had more support so they aren't stretched so thin.

I felt safe, listened to, and respected.

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Responses

Response from Kevin Torbet, Admin Assistant, Patient Experience and Public Involvement, NHSGGC yesterday
Kevin Torbet
Admin Assistant, Patient Experience and Public Involvement,
NHSGGC

Submitted on 27/01/2026 at 10:19
Published on Care Opinion at 10:19

picture of Kevin Torbet

Dear William7

Thank you for taking the time to share such an honest and moving account of your experience at the Queen Elizabeth University Hospital. We are very sorry to hear about the distress and fear you endured prior to your arrival, and we recognise how frightening a suspected spinal emergency can be.

We are extremely grateful that you have highlighted the exceptional care provided by Nurse Lucy. Your description of her empathy, professionalism and kindness reflects the values we strive to uphold across the NHS, particularly during moments of acute vulnerability. We will ensure that your heartfelt comments are shared with Lucy and her colleagues, as recognition like this is deeply meaningful to our staff.

We also appreciate your understanding of the significant pressures our teams are working under and your thoughtful reflections on the challenges they face. Patient feedback such as yours is vital in helping us continue to advocate for the support and resources our staff need to deliver the safest and most compassionate care possible.

Thank you again for sharing your experience. We are pleased to hear that you felt safe, listened to and respected during your care, and we wish you the very best in your recovery.

Kind regards

Kevin

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