"A&E Frequent flyer"

About: Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as the patient),

I had to come along to A&E this morning in the early hours after an accident at work. 

The receptionist was lovely as I checked in and said I would be triaged shortly. Within 10 minutes a lovely smiling and friendly nurse called my name. That nurse was Linda. She took me into a treatment room and had a look at my hand (which was a suspected break after I got it trapped in a door) as she did her usual checks and clinical things we got chatting and it was like chatting to an old friend, she was just so friendly and caring and made me feel so at ease. She then explained to me what would happen next, that I’d go back to the waiting room and then be seen by the Dr, she did explain this is where the long wait was about to begin, but then offered me pain relief to keep me comfortable as I waited. Now I have broken many a bone in my day (never any serious ones though thankfully) and I was quite frequently a patient in the Western hospital before it closed for many things but often broken/suspected broken bones (I’m rather clumsy) and never have I been offered pain relief while I waited on the Dr/X-ray/further tests etc. 

Nurse Linda really showed that she cared about my well being and comfort for my time I was in the department, even after myself and her parted ways and she moved on to her next patient. 

I’m a shift manager in a fast food place and as we chatted while she treated me we got on to the public and their love of complaining about everything and anything. 

So I just wanted to raise your attention to something really good for a change. As mentioned before I’m a frequent flyer at A&E and though I’ve no fear of hospitals I can’t say I enjoy having to go but Linda made my visit this time actually quite special and she’s a nurse I will always remember. You guys have a great asset to your team in Linda, you should be really proud to have her. 

Thank you Linda!! And I’ll keep that promise of a freebie.

Responses

Response from Nicole McInally, Patient Experience and Public Involvement Manager, Patient Experience and Public Involvement Team, NHS Greater Glasgow and Clyde

picture of Nicole McInally

Dear Crazy Cat Lady

Thank you for taking the time to post on Care Opinion.

I am pleased to read that the care you received at A&E (especially Linda) made such a difference to you. What you have described here, is how all of our patients should feel.

I will share your story with Linda and the staff in A&E and I am sure they will appreciate your feedback.

I wish you well with your recovery.

Best wishes

Nicole

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Update posted by CrazyCatLady5 (the patient)

Hi Nicole,

Thank you so much for your reply.

I myself am a manager and I know to well that is mainly complaints we receive as people don’t really shout from the roof tops about great experiences the same way they do about bad, I also know how great it feels when someone does take the time to mention you and a great experience they had with you so I just wanted to let Linda know she really did and I appreciated it very much and wanted her superiors to see that she’s making a difference and doing her job the way it should be.

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