"Thanks for everything"

About: Western Infirmary/Gartnavel General

(as the patient),

I self-presented at A&E at Glasgow western infirmary with palpitations and chest pains. From the moment I arrived the time it took me to be seen was around 20 mins and considering the department was hectic, I consider this to be good. From then on, I was in triage and within 5 mins was in a cubicle for the first 30 mins. In the cubicle there wasn't a bed, however there was a chair and I was comfortable and a bed soon arrived. Staff Nurse Donald I believe was his name and a student nurse on her first day made me feel at ease and then the doctor came to speak to me about what happened. She took blood. I'm not a fan of needles at all, but she relaxed me and made it easier than previous experiences. I then went for an X-ray and spent the rest of my visit in a corridor, which I have no issue regarding except the care of an elderly gentleman who asked for a disposable bottle for use for the toilet. This was addressed and he was moved for his own privacy to do the toilet away from the corridor. However, this happened a second time and a nursing assistant got the bottle this time and let him get on with it in full sight of other patients and their relatives. This I don't find acceptable at all. After my blood tests came back and X-ray results the Dr came and spoke to me and I was discharged and shall be continue investigations with my GP, I would be very grateful if you could contact the staff above. I'd be happy to give more details to find out who they were and let them know thanks for everything considering how busy they were I was kept safe and felt secure.

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Response from Niall McGrogan, Head of Patient Experience and Public Involvement, I work for Dr Margaret Maguire, the Director of Nursing, here at NHS Greater Glasgow and Clyde, NHS Greater Glasgow & Clyde

Dear Ayrshire Actor

Thank you so much for sharing your experience on Patient Opinion. You describe a very busy A and E department which puts a number of pressures on our staff, and even more importantly, on our patients. I am disappointed to hear about the gentleman not being supported to toilet in a way which safeguarded his privacy and dignity. Whatever the stresses and strains of a busy department, these values are at the centre of what we do in NHS Scotland and I'm sorry they were not consistently realised in the care offered to the elderly gentleman.

However, the rest of your posting concerns the care that you received. I'm delighted that overall you had a good experience and most importantly you got the care you needed in a way which made you feel safe and secure.I want to thank you for taking the time and making the effort to share your positive experience on Patient Opinion. This is good for staff moral and helps reinforce the positive behaviours you experienced. I will pass on your comments to my colleague John Carson who works closely with me to use patient feedback to make improvements in our emergency care services. John will share your posting with the colleagues at the Western Infirmary A nd E Department.

Thank you once again and may I wish you all the best with your continuing investigations.

Yours sincerely,

Niall McGrogan

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Update posted by AyrshireActor (the patient)

Thank you very much for the quick response absolutely people only see the medias side of things you don't know how busy A&E departments are unless you experience it it was Monday afternoon I was in A&E if that helps and thanks once again!