"My daughters first experience of an emergency department"

My daughter was referred by GP to RAH with a suspected appendicitis. When we arrived the unit was having a very busy day. This did not impact on the care she received, all staff were friendly, caring and explained exactly what they were doing and why and reassured her at every stage. At 26 yrs old this was my daughters first experience of an emergency department, hospital and investigations that are routine when you arrive, however the staff took that on board and completely put her at ease with their easy going chat. The care was excellent I felt confident that she was in good hands as the staff were professional at all times quietly and competently progressed what was required and organised my daughters transfer to the surgical assessment ward 20.

Again the ward was having a very busy day, and were clearly working flat out, this didn’t impact on physical care but it did mean that staff didn’t have the time to communicate with my daughter and let her know what was happening....I.e. when the surgeon might see her? Would she have surgery that day? Could she have a drink?small things but all added up to create uncertainty and a doubt in what was happening. However overall the experience was positive for my daughter and our family, staff were all approachable and when asked to support did so willingly. One thing I did notice which has not always been my previous experience was from the nurses to surgeon the staff always took the time to check if my daughter fully understood what she had been told and would she like to ask any questions. As a relative that was so reassuring to know that things are changing and the patient is being involved in decision making.

Please thank the whole team in the emergency department and ward 20, as they really did make a difference while at work last week ( busy at it was ) by making our experience dealing with such a sudden illness positive by their competent care, professionalism and by being genuinely really nice friendly people. We are very grateful for their care and treatment.