"Great care given in difficult circumstances!"

About: Crosshouse Hospital / Accident & Emergency

(as the patient),

I was admitted to Crosshouse hospital recently after my GP refered me in for being quite unwell. I had a long wait in the emergency department. I waited a significant time to see a doctor (roughly 8 hours). It was very busy and people were everywhere. Many patients who came in after me were seen by doctors before I was and I was put in a corridor on a trolley to wait. I was in some pain but I still had to wait to see the doctor.

Eventually I was seen by a lovely young girl who sincerely apologised for my wait and listened to me then gave me a thorough MOT! I believe she was a consultant nurse but her name escapes me.

I had never met a consultant nurse before but I was very impressed with her level of knowledge and her lovely bedside mannor. She made sure she addressed all my problems and at the end of the examination she asked if there was anything worrying me or anything I had not understood which was very helpful and reassuring.

I was found a bed fairly quickly after and was moved up to the ward. The same girl came to visit me on the ward and then I was seen by a Consultant (Dr Wilkin) who was the nicest dr I have ever met. He was so kind and compasionate when he saw me. I was given some treatment, moved to another ward for a short period of time and now I am recouperating at home.

I am feeling much better now but I wanted to take the time to say a huge thankyou for your care at a time where it was very busy. It was obvious that the poor doctors and nurses were run ragged but everyone in the medical recieving ward were so kind and caring despite looking so busy.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear Feelingbetternow,

I am really sorry your wait was so longin A/E. It is not only frustrating but I am sure it is quite scary because you don’t know what is wrong, what is happening and how much longer it will be before your pain goes away. When the new building in Crosshouse and Ayr for the ‘front door’ service is up and running, it will hopefully help to address long waits in A/E.

On the brightest side of your story, I am very pleased you were so well looked after and found the rest of your care to be so good. I will be absolutely delighted to pass this story on for their teams and staff to reflect on. On the whole, a job very well done and I am sure that the consultant nurse and Dr Wilkin will be very pleased about how you felt in their care.

Thank you so much for sharing this lovely story and I am glad you are feeling better now.

Best wishes,

Eunice

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