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Care Opinion

Such a good experience

Posted By MKH

"Such a good experience"

About: Royal Alexandra Hospital / Gynaecology (Ward 32)

(as the patient),

I'm absolutely not one for ever leaving feedback for anything but I had such a good experience of Ward 18 at the RAH I had to give them some feedback.

In for a procedure and first appointment they were running slightly behind schedule. I wasn't bothered one bit as it was very apparent they were run off their feet. Once I was taken the nurse seeing me was so apologetic and when she popped our to get equipment another nurse popped her head in to apologise for the delay. I hadn't found this to be an issue at all but thought it was just very nice of them to reiterate that. All staff I met at that appointment were lovely and chatty which put me right at ease.

Arrived in the morning for my second appointment and shown to my room. Partner was asked to wait outside while the procedure was explained and started. Everything was done with care and fully explained to me which was incredibly reassuring and this continued throughout the day. Privacy was given consistently and when staff were in the room they were so incredibly professional. My partner had to leave for a few hours but it was no problem that a friend was able to swap with him and this made it much easier for him. Later in the evening it became apparent that I'd need to stay overnight and all outcomes and options were fully explained to me again in a professional and sensitive way. Due to the overnight stay my partner was slightly concerned as when he had had to leave I looked very distressed and unwell but night staff said that he could pop back in to see I was fine and so he could be updated on the situation even though he was going to arrive quite late. This was such a great comfort to myself and my partner.

Throughout the night and the doctors visit the night staff were absolutely wonderful. Everything done so compassionately and they were just outstanding. Again everything was explained to me and I was kept fully informed and was asked if I'd been able to let my partner know what was going on.

The private room was just wonderful and again I was given privacy when required and support when required, it was just exactly what I needed.

Everything had been sorted by the morning and I didn't need to stay much later. Being moved from a private room to a ward it was very apparent to me that all of the patients were receiving such a high standard of care by the staff I encountered and I really could not fault them on anything.

So a huge thank you to all staff on ward 18 that made a procedure I was incredibly apprehensive about so easy to cope with. Your level of care is wonderful and you are all wonderful!

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Responses

Response from Lorna Fairlie, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde 8 years ago
Lorna Fairlie
Patient Experience, Public Involvement Project Manager,
NHS Greater Glasgow and Clyde

I work in a small team in NHS Greater Glasgow and Clyde which seeks to involve patients and carers in the work of the NHS. The biggest part of my role is in managing feedback projects across the Board area, one of which is Patient Opinion. It is my job to give our patients and carers the opportunity to give us feedback, and to make sure that this is passed to the right people to help us improve the services we provide.

Submitted on 21/10/2015 at 15:37
Published on Care Opinion at 15:58

Dear MKH,

Thank you so much for taking the time to write in such detail about your recent experience on Ward 18 at the RAH - it is fantastic to hear that every part of your visit was so positive and handled so professionally by the staff looking after you. I will be thrilled to pass this on to them to let them know what a difference they made.

There is one major point which really stands out for me through this whole story, and it's something that I know we don't always get right - communication!

You have made it clear that at every point in your journey you were spoken to with professionalism and sensitivity, with everything explained fully to you, taking into account you as a person. They also included your partner too, which I can see was very important to you, as it is to many patients.

What is also interesting, is when you say that the short delays you experienced at first were not a problem, because someone stayed in contact with you - so often it is not the waiting that is as much the problem, but the not knowing why or for how long!

Thank you again for writing to us and I will ensure the team at Ward 18 get to see your lovely feedback.

Best Wishes,

Lorna

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