"Thank you for taking such good care of me from start to finish"

About: Queen Elizabeth University Hospital Glasgow / General surgery

(as the patient),

I was referred for a procedure back in December for an ongoing problem where I had periods of debilitating pain.

After receiving my pre-assessment in January I heard nothing regarding a date for my operation. At the end of my 12 weeks (that I was informed I would have my operation during) I phoned the general surgery department and spoke to Ms Hughes. Ms Hughes was kind and compassionate when discussing my situation and contacted my consultant to see when I might have my operation.

When I phoned back a week later for an update she remembered me and told me she had contacted my consultant and would contact me when she had a reply. Two days later she phoned me to say that my consultant couldn't do the procedure but if it was ok with me she would move me to another list and told me she would contact this consultant and make sure I was seen quickly. Well she wasn't lying, 2 hours later she phoned back to say I could have my operation the next morning under Mr  Glen.

I attended the same day admission unit the following morning and despite having a long wait (I was the last on the list but then someone has to be) I received fantastic care. Every single member of staff I came into contact with from the nurses, drs, HCAs, clarks and domestics was wonderful and did their best to make sure I was comfortable and at ease before my procedure.

The Queen Elizabeth (and the NHS in general) has had a lot of negative press recently but if my experience is anything to go by everything works as it should and the staff are a credit to their profession. I can't thank everyone enough for making my experience a good one and making me feel so at ease before my operation and taking such good care of me from start to finish.

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Responses

Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde

Dear DinosaurousRex

Thank you for sharing your recent experience of care on Patient Opinion. It is very clear from what you have said that Ms Hughes had a positive impact on your care despite this being communication over the phone and not clinical. It demonstrates that the way in which our staff communicate to patients is of key importance.

I am pleased to hear that your operation was a success and that your experience of care at the Queen Elizabeth University Hospital was a positive one. I will ensure that your kind words are passed on to the staff involved.

I hope that you are recovering well.

Best wishes

Lisa

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