"All staff were smiling and kind"

About: Borders General Hospital / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance

(as a parent/guardian),

My 12 year old daughter suffered an eye injury this week, and I called 999.  The paramedics were in attendance swiftly and were absolutely amazing with her.  They calmed her down (and made her laugh!) When we got to A&E, we were greeted warmly at reception, then seen by the triage nurse, who, again was really lovely, gentle and kind.  When we met with the Dr, he was also incredible with her, and took his time to put her at her ease, and explain what the problem was.   All staff were smiling and kind, despite it being after midnight.  

We are incredibly lucky to have the Borders general.  Please let the staff all know how grateful we are

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Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service

picture of Alan Martin

Dear Dru-19

Thank you very much for sharing your feedback with us on CareOpinion. I am so sorry to hear about your little girls eye injury. It is horrible when you see your children hurt themselves. I have a little girl who ended up requiring treatment a couple of weeks ago and it is not nice.

I am however really pleased to read about the care you received form everyone you have mentioned, in particular, our crew. Dealing with children in our job is a scary task as they can be scared and it can be difficult to not add to their distress. It would seem that this crew did a bang up job!

I would really like to be able to share this feedback with the crew to let them know what a good job they did. If you would like for this to happen can I ask that you email me at alan.martin2@nhs.net. I will need the date, time and address of where the vehicle was sent to and your daughters name is that is ok. That will allow me to locate the job. Also, may I ask you make reference to your careopinion username and I will be able to link it to this post.

I hope your little girl is on the road to a full recovery and I wish you all the very best.

Kind Regards


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Response from Karen Maitland, Assistant Service Manager for Unscheduled Care, NHS Borders

Dear Dru-19

Thank you very much for taking the time to use Care Opinion to share the details of your experience of visiting the Emergency Department (ED) at Borders General Hospital with your daughter.

I was pleased to hear that you found the receptionist, nurse and doctor all to be very kind and put both you and your daughter at ease at what I am sure would have been an anxious time for you both, particularly at that time of night!

Your feedback has been shared with the staff in ED who greatly appreciate hearing directly from our patients and their families as receiving positive feedback is great for staff morale.

I hope your daughter has now fully recovered.



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