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Care Opinion

Visit to NHS Louisa Jordan

Posted By AYK

"Visit to NHS Louisa Jordan"

About: NHS Louisa Jordan

(as a service user),

Was an extremely long walk considering I have a hip problem. I was directed to several receptions but not once offered any help to get there until a young woman with a Serco navy blue shirt on seen me and came to my aid. She got me a wheelchair, calmed me down and reassured me. She took me to the relevant area and made sure I was settled and ok before leaving me to see the consultant. My care by the medical team was excellent and very courteous. As I was leaving the area the woman appeared again and wheeled me out as far as possible to get back to my transport. I cannot thank her enough for making a very daunting experience more comfortable and adding such a human touch.  

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Responses

Response from Michelle Higgins, Director of Clinical Operations, NHS Louisa Jordan Hospital, NHS Louisa Jordan 3 years ago
We are preparing to make a change
Michelle Higgins
Director of Clinical Operations, NHS Louisa Jordan Hospital,
NHS Louisa Jordan

Submitted on 15/09/2020 at 17:33
Published on Care Opinion on 16/09/2020 at 11:18

Dear AYK

Firstly I would like to say how very sorry I am to hear about your upsetting experience on arriving to the Louisa Jordan hospital. I am also very glad to hear that your medical care was excellent, and that one of our Serco team came to your aid. I have already passed that on to the team who will be delighted to know that they made your experience more comfortable after an unsettling start.

At the Louisa Jordan we do recognise it can be a daunting experience arriving here, and a very different environment from a traditional hospital. We work hard to provide the best possible experience for our patients as they enter the hospital, and as we get busier we are very keen to understand and learn from your experience so we can improve our process.

If you would be willing, I would like to contact you personally to discuss your experience further to understand what happened in more detail. This will help us to ensure we make changes tailored to our patients needs.

Kind Regards

Michelle

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Response from Michelle Higgins, Director of Clinical Operations, NHS Louisa Jordan Hospital, NHS Louisa Jordan 3 years ago
Michelle Higgins
Director of Clinical Operations, NHS Louisa Jordan Hospital,
NHS Louisa Jordan

Submitted on 17/09/2020 at 18:03
Published on Care Opinion on 18/09/2020 at 09:53

If you would be willing to discuss with me so I can offer a personal apology and find out a bit more about your experience I can be contacted on michelle.higgins@gov.scot or mobile 07853 938012

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