"Overall positive experience"

About: Hairmyres Hospital / Cardiology

(as the patient),

I attended Cardiology to have a 24 hour heart monitor fitted.

There is no receptionist so I noticed people arriving and being baffled as to what to do, as I was. Do I search for a member of staff? Do I just take a seat and wait for someone to approach me? How will anyone know I'm there?

I approached passing nurse who said, just sit there until you're called.

I was fitted the device by a nurse? , not sure whether he was? , his name was Gary.

He was pleasant, smiling and said. Good morning. I love these little pleasantries.

They cost nothing but make a huge difference!

Noticed while waiting, a young male porter arrived to wheel away an elderly man in pyjamas in a wheelchair. The porter called him, Sir, a lovely touch, so much nicer than pal.

Didn't like tv booming in corner, not being watched by anyone. Next morning when I returned it was loud music, annoying and unnecessary. Prefer magazines and newspapers being available.

Device removed next day, cheerfully by young female nurse, don't know who she was, no introduction. All in all, a good experience on this Dept.

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Response from Anne Leitch, Senior Nurse, Medicine, Hairmyres Hospital We are preparing to make a change

picture of Anne Leitch

Dear Zola

Thank you for getting in touch to share your experience of the Cardiology Department.

Whilst I was pleased to note that you were happy with the clinical care you received I was disappointed to read about some of the associated issues you have highlighted.

This department does not have a receptionist; there is usually prominent signage in the reception area informing patients and relatives of the procedure on arrival. The department has recently been decorated and the wall signs were removed to enable painting. I will ensure this is replaced as a priority and in the meantime staff will check the arrival area regularly to update patients arriving.

I am glad you found all staff had a pleasant manner, especially Gary, female nurse and the male porter and I share your feedback with them. We realise the importance of patients knowing who is providing their care, that includes their name and their profession, I can only apologise this didn’t happen consistently during your visits. This is something that I will discuss at the departmental safety and patient-centred monthly meeting.

In general the feedback regarding the TV within the department has been positive however I appreciate that if this is too loud it can be “annoying”. Staff will be encouraged to monitor this regularly; we are also looking at the possibility of displaying health messages on TV screens instead of television programmes.

Thank you for your suggestion regarding magazines/papers, we will also review this option.

I wish you well with the outcome of your investigations and I hope any future visits to Hairmyres are positive.

Kind regards

Anne Leitch

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Response from Rick Edwards, Patient Information & Experience Manager, Patient Affairs, NHS Lanarkshire We have made a change

picture of Rick Edwards

Dear Zola,

I hope this finds you well.

I'm just following up on Anne's previous response to let you know that decorating is now complete and the information signs in the reception area have been reinstated.

Kind regards

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Update posted by Zola (the patient)

A very heartening response.

It's so encouraging to know that you are listened to.

I realise not all comments are acted on, example. TV in waiting area.

I don't like it but I accept others may like it.

Patient Opinion is such a good idea.

I've told everyone about it after Nurse Garry made me aware of it the morning I attended .

Thank you again, all success to Patient Opinion.