"Excellent service at Victoria Infirmary Out of Hours and Yorkhill Hospital"

About: New Victoria Hospital / Out-of-hours GP service Royal Hospital for Sick Children (Yorkhill) / General medicine

(as the patient),

We took our 16 month old son to the Out of Hours clinic this morning as he was increasingly poorly. The waiting room was extremely busy, but also very clean, warm and welcoming. We waited our turn while the triage nurse repeatedly came out and apologised to us for the long wait: this was due to a busier than normal morning. Her manner was excellent and she seemed to give this update at regular intervals so new arrivals would be able to hear it. This made the long wait bearable as at least we knew there was a reason, and that our time was being acknowledged. The doctor who saw us was superb, despite the busy morning he took his time to look over our son and explain his decisions to us.

His decision was to send us to Yorkhill for further inspection and treatment. While the process of repeatedly telling nurses our story (the notes seemed to play little part in informing them), each nurse was patient, kind and had a great manner with our very distressed son. Again, our wait was long but this was acknowledged and the treatment explained. Given that I had to restrain my son at times, these explanations were very helpful to let me know why I was doing something that felt the opposite of what a parent should do.

All in all, great service from all on what was a stressful day for a family. Please pass on my thanks to the staff who were on duty.

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Response from Paul Cannon, Head of Administration, Acute Services Division, Greater Glasgow & Clyde NHS

Dear LLG46

Very many thanks for taking the time and trouble to post this very positive feedback.

I was delighted to read your kind comments and I will pass these on to the staff locally, who I am sure will be thrilled to read them too.

Thanks again.


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