"Efficient and individulaised care"

About: Western Infirmary/Gartnavel General / General Medicine

(as the patient),

I attended for a eye and liver scan at Gartnavel General Hospital in Glasgow at the ultrasound department this month.

The whole experience was efficient and friendly.

The receptionist was very welcoming and had a lovely manner with me and other patients. I even witnessed her sort out an appointment for a gentleman who got his appointments mixed up and which should have been at the Western Hospital. He was a bit confused and I saw her calmly and quietly sort out his appointment so he could have his scan done at the ultrasound dept that day at Gartnavel.

I had 2 scans done -. One was done bu a doctor and the other by a technican.

Both were proficient and given the busy nature of the department I did not feel rushed.

The clinical team were supportive and explained the procedures well asking me appropriate questions about how I was feeling.

I found the department clean and tidy. The waiting area is a bit squashed and could be doing with more comfortable seating.

Some calming music in the background would help to create a calming ambiance while waiting to get called in for your scan.

The toilets were exceptionally clean and well stocked with hand towels and toilet paper.

All in all I had a very pleasant visit to the department despite the worry of why I was there.

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

Dear Chocolat,

Thank you so much for your very detailed description of your experience at this clinic - it is clear to see that there are so many parts of the patient journey that have been thought through to make it as pleasant an experience as possible, although I note the couple of tweaks you have suggested to improve this further. It is so important that such an atmosphere is created, as it does make such a massive difference to patients when they are waiting in a particularly anxious situation.

I will pass on your lovely comments to the team, who I am sure will be really pleased that you took the time to give them such feedback.

Best Wishes,


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