"Person centred care in a busy A&E."

Having had a persistent headache for 3 days and nights whilst on holiday near Dunoon, I visited a local pharmacy where the pharmacist listened to and questioned my symptoms then recommended I went to the out of hours services at Cowal Community Hospital to be seen. The pharmacist in Boots took time to understand the nature of the headaches before she made the recommendation, where she could have easily sold me more analgesia. I felt listened to and offered a wide choice of options but her recommendation was to have a medical opinion.

I attended 'casualty' at Cowal Community Hospital and was warmly greeted by the two staff nurses on duty. The department was busy and I waited 3 hours to be seen as there were patients who required care and attention more quickly than I did, however the staff nurses frequently came out and apologised for the wait and try to give an estimation of when I would be seen. Staff nurse Aileen introduced herself and requested my consent before each examination. She involved me in my care by checking that I was happy with her examination plan. I was then seen by Dr Harris who again was very friendly and thoroughly examined me. I felt uncomfortable attending a casualty department with my symptoms however he reassured me as I had tried all self management treatments and sought further advice from the pharmacist. I felt my care was person centred and all the staff showed me caring and respect.