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Care Opinion

Communication, good and bad

Posted By Mavisbank123

"Communication, good and bad"

About: University Hospital Wishaw / Emergency Department

(as the patient),

I attended A/E at Wishaw recently. I was so in extreme pain as I had recently had a burn to my abdomen and r leg. I felt I was treated like a number by the receptionist as their face never left the computer screen.

However, when I was being treated by the loveliest kind caring professional nurse named Mags It made up for the cold reception. The nurse was small in height with a big heart 

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Responses

Response from Rick Edwards, Service Manager Surgical & Critical Care, University Hospital Hairmyres, NHS Lanarkshire 5 years ago
Rick Edwards
Service Manager Surgical & Critical Care, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 26/07/2018 at 10:53
Published on Care Opinion at 15:44

picture of Rick Edwards

Dear Mavisbank123,

Thank you for sharing your experience of attending the Emergency Department. This kind of balanced feedback is welcomed by the team as provides an opportunity to consider what we are doing well and what we could do better.

I'm delighted to hear that you received good care and treatment and I hope you are comfortable and making a good recovery.

I'm sorry to hear about your experience when booking in on arrival, the admin and clerical staff have a crucial role to play when people attend for emergency and urgent care; providing a warm and reassuring welcome is part of that.

I'll share your feedback with the team for reflection and consideration at their regular team meeting.

Kind regards

Rick

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Update posted by Mavisbank123 (the patient)

Thank you for your response. I am very much aware of the service the clerical staff provide is not always appreciated. I would just like to say that I do appreciate the hard work they provide in difficult circumstances. However, taking time to reflect I am aware I was in so much pain ,I probably was not quick at giving my details as I should have been. Therefore, this resulted in the staff having to repeat a few of the questions Kind regards patient attending A/E department

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