"Impressed by staff and the unit"

About: Southern General Hospital / Accident & Emergency

(as a parent/guardian),

My 14 yrs. old daughter was unwell last night and we were not a home. I called NHS 24 and we were sent to the nearest OOH which was a the Southern General in Glasgow. That was our first time ever attending there.

The staff, from the receptionist, the Nurse Practitioner were all very nice and professional. The GP felt it would be better if my daughter was sent round to A&E for bloods to be taken and more tests. Again have to say, that from the receptionist to the nurse that triaged her the staff were very good,

We did have to wait a really long time, but to be fair it was extremely busy and there many people been brought in by ambulance crews, there was a number of Police Officer with patients, But it was weird, there was a very organised calm about the place. Nothing I have ever experienced at the Western A&E.

All the staff that I saw as I waited for my daughter to be seen, interacted politely and professionally with the patients and other services.

Also there was a Sister on duty who I observed, and she was amazing, Very organised, very professional, never in a flap when it got really busy. I have to say I was very impressed with all the staff and the unit.

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Responses

Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear Audrey Hepburn,

Thank you for taking the time to tell us about your experience at both the Out of Hours service and Accident and Emergency Department at the Southern General Hospital. I am really pleased to hear that you had a positive experience in both departments, particularly in how staff not only managed the busy environment, but in how they interacted with you, your daughter, and other patients.

I will pass your comments on to the staff in both services as they will be really happy to hear this positive feedback.

Best Wishes,

Lorna

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Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear Audrey Hepburn,

I just wanted to give you a quick update on how your feedback has been used.

I sent your comments on to the Lead Nurses for both services who advise that the feedback will be passed along to the staff teams involved. They advise that all feedback is also shared with the wider team to highlight successes, or to improve on the level of care they aim to provide. They also pointed out that it is refreshing to receive supportive feedback as it helps bolster the work our staff do across the service, so I would like to thank you once again for taking the time to provide your comments.

Best Wishes,

Lorna

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