"A and E experience"

About: Gilbert Bain Hospital / Accident & emergency

(as a service user),

Witnessed aggression towards staff. Security wasn't good and staff were good.

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Response from Kathleen Carolan, Director of Nursing and Acute Services, Nursing, NHS Shetland

Thank you for taking the time to leave feedback.

I am sorry that you witnessed aggression towards the staff in the department - because of the varied reasons that people attend A&E, sometimes the exchange with staff can be difficult. Our staff are trained in de-escalation techniques and attempt to defuse any heated situation in a calm, professional and safe manner. However there will be times when they feel that for their safety and that of other people in the department, the only appropriate action is to call 999 for a Police response as per our security policy.

We also have CCTV, alarm procedures, lone working and night time security measures in place - but we appreciate that there will be times when patients or visitors may be agrressive and we manage these situations on a case by case basis.

We will make sure that staff get the positive feedback and if you wanted to provide any more information about your experience then please contact me at: kcarolan@nhs.net

Kathleen Carolan, Director of Nursing & Acute Services

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