"Despite all the stress, the staff could still smile"

About: Royal Infirmary of Edinburgh at Little France / Accident & Emergency

(as a relative),

My mother had had a fall and had a suspected broken wrist. I cannot speak highly enough of the treatment she received.

We witnessed some cheeky so and so up there, giving the staff some dreadful verbal abuse and security had to intervene, three different patients accompanied either in or out by police, a woman screaming and shouting abuse and a woman who reckoned her son's black eye was more important than everyone else! There were at least two families awaiting news of a very sick relative (I overheard them talking) there was a man in great pain and distress and there were barely any free seats in the waiting room. Phones were ringing out and alarms were blaring...

Despite all these stress inducing factors, the receptionist, the triage nurse, the radiographer and the doctor all managed to smile for my mum and even inject a little humour, which was fantastic for my mum who hates hospitals.

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Response from Lynsey McMillan, Team Manager - Complaints & Feedback, Patient Experience Team, NHS Lothian

Dear Hippyhappy

Thank you very much for this lovely feedback. it is always encouraging for staff to hear of such a positive experience.

I have passed your feedback onto the team and l am sure like me they will wish your mother well.

Kind regards


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