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"I would like to commend NHS Lanarkshire on their initiative"

About: University Hospital Wishaw / Emergency department

(as a service user),

I attended accident and emergency last night following a fall down the stairs at work. When we arrived the reception staff were friendly and although we had a bit of a wait I was pleased to see that those attending with children were taken very quickly.

We were taken through to the minor injuries area where Alan the physio was kind, informative and reassuring, This is an excellent model, using AHP staff to assess and treat limb injuries. I was also very impressed with the level of knowledge Alan had and how he tailored his questions and treatment to my own medical needs.

I was taken through to x-ray where staff were again friendly and professional,. One small comment would be that at no point did anyone ask if I may be pregnant, while there are signs in the department encouraging patients to declare a potential pregnancy for those with literacy issues etc may I suggest a verbal question also.

Upon my return from x-ray we were seen promptly given advice re mobilisation and how best to prevent future injury, I was able to ask questions specific to my profession and at no point did Alan make me feel like I was there inappropriately or that he was in a rush. Having seen how busy the department was this was much appreciated.

I would like to apologise for having accessed A and E for what turned out to be a sprained ankle as I am aware this could have been dealt with elsewhere but I greatly appreciate the time and care taken by all staff to reassure me that this was not something more serious and to provide advice personal to me and my situation, The staff working within this department are a credit to the NHS and I would like to commend NHS Lanarkshire on their initiative to have an AHP led service. Please pass on my thanks to Alan and let him know that I am recovering well with my laptop at home with a plan to return to work tomorrow and access physio as advised.


Response from Claire Rae, Head of Physiotherapy and Professional Lead, NHS Lanarkshire

picture of Claire Rae

Dear NHSpatient01

Thanks for taking the time to give us your feedback. I am sorry to hear about your fall at work. I am delighted however to hear that your experience through the Emergency Department was a good one. Having Physiotherapists within the Department has been very well received by patients attending with similar issues to yourself. I will ensure that Alan is made aware of your lovely comments and praise. I will also take note on your suggestion regarding the verbal prompt around pregnancy within the x ray department and discuss with my colleagues in this area.

I hope your ankle is improving.

Thanks again

Claire Rae

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Response from Elaine Connelly, Deputy Radiology Service Manager, University Hospital Hairmyres, NHS Lanarkshire

Dear NHSpatient 01,

Many thanks for taking the time to pass on your kind thoughts and comments regarding your recent attendance at University Hospital Wishaw AE and Radiology departments. I am please that you found the Radiographers to be friendly and professional.

In respect to the Radiographers not enquiring as to whether or not there was any possibility of pregnancy, under the Radiation Protection regulations a Radiographer would only verbally ask if there was any possibility of pregnancy if it was appropriate to the examination being carried out. I hope this reassures you.

I am glad to hear that you are recovering well from you ankle injury.

Best Wishes


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Update posted by NHSpatient01 (a service user)

Thank you Claire I appreciate you taking the time to reply and I am so glad to hear that my feedback will be shared with staff, The excellent job they do deserves recognition. Many thanks also for your kind words re my recovery