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"Stomach pain, GP, A&E, X-ray, ultrasound, Endoscopy"

About: General practices in Greater Glasgow & Clyde New Victoria Hospital / Outpatients Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as a service user),

I had excruciating stomach pain at the beginning of January. I called my GP who was really helpful and arranged tests and medication. Unfortunately the pain got worse and the GP advised I go to A&E. The receptionist (Lorraine) at my Gp’s was very kind and concerned. This helped as I was scared. At A&E when I was triaged the nurse said “you’ll be here for hours you could still make your GP or pharmacist”. I asked if she thought I should go home, that this wasn’t serious. I also told her the GP advised me to come. I felt quite tearful and worried I was wasting NHS time. I called my husband and he convinced me to stay.

Once in majors at A&E everyone was helpful and explained what could be happening.  I had bloods taken and an X-ray. The pain eventually passed and A&E advised me to take medication and to follow the pathway with the GP as there were a few things the pain could be.

The next day my GP had arranged bloods to be taken which I was very thankful for given the pressure the NHS are under. I also started to take the medication.

Unfortunately the pain came back the next week even worse. Lorraine at my GP was excellent and advised attending A&E again. I was worried because of the triage nurse previously however this time the nurses were lovely and comforting when I cried due to the pain.

The doctor in A&E arranged for a surgical member of staff to see me to explain what could be happening. She arranged for an ultrasound the next week to rule out gallstones. Again, all staff were professional in A&E and when I went for the ultrasound. It wasn’t gallstones so I was told to double my medication and was referred on for an endoscopy. I was told this could be quite a while due to Covid.

Within 10 days I received a call to arrange my endoscopy.

All staff involved were helpful and reassuring. When getting prepped Joe (staff nurse) explained everything carefully and gently. When I was in receiving the endoscopy the staff were caring and made me feel safe. They comforted me when I looked upset or worried. After the procedure Joe explained the results and checked I was ok. Other staff members also checked on me and asked how I was. Everyone was keen to ask if I had any questions or if there was anything I needed. This made me feel relaxed as I was a bit nervous.
I include my long rambling story to illustrate the amazing machine the NHS is. So many pathways involved from start to finish during an incredibly pressurised time for the NHS. Only one example during my time of someone who was perhaps feeling the pressure and was a little uncaring. This is understandable. In 6 weeks I have gone from having pain to treatment and diagnosis. What a wonderful system.
I want to pass on my thanks for the professionalism and care I was shown. You are all wonderful and it is very much appreciated.

Responses

Response from Paul Hayes, Patient Experience & Public Involvement Manager, Patient Experience Team, NHSGGC last week
Paul Hayes
Patient Experience & Public Involvement Manager, Patient Experience Team,
NHSGGC
Submitted on 25/02/2021 at 09:52
Published on Care Opinion at 09:52


picture of Paul Hayes

Dear MotherofBoys,

Thank you for sharing your experience of attending the QEUH A&E, I am sorry to hear about both your illness and your experience upon arrival at the A&E service. I wanted to reassure you that this isn't the type of behaviour we would expect from our staff, and I'm glad to hear you stayed to get further treatment.

While its unfortunate you needed to have a second visit to the A&E department, I'm glad to hear how much more positive your experience with the triage nurse was, and that your subsequent referral for an endoscopy was also a helpful and reassuring experience, with Joe providing such gentle reassurance and support. I have shared your story with colleagues at the QEUH to ensure it gets to the staff involved in this service and your care, and for learning and improvement around the triage system.

Thank you for sharing your story

Kind Regards

Paul

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