"After-care information could have been better"

About: Wishaw General Hospital / Emergency department

(as a parent/guardian),

Visited accident and emergency recently with my daughter, I could see it was very busy. On arrival we were met with unfriendly reception staff, there is zero privacy as you give personal details, the reception staff let the area down so much and we have previously made a comment about this - seems that nothing has changed. The front desk staff are the first people you meet and its not a friendly caring welcome. I am pleased to say we didn't wait long at all and we were met by a friendly nurse who attended to my daughters chin laceration. However we weren't given very much after care advice, I did ask and was told keep it dry for a few days. I have since used the NHS website and the actual advice is a minium of 5 days. An aftercare advice leaflet would have been great. This was my 3 year old daughters face and as a mum I wanted to ensure that the healing process goes well. I am a nurse so I went and double checked the correct proceedure and I am glad I did as a few days to me is 2 days not 5, I do find it concerning that the aftercare advice wasn't correct and I think it could have been better. I do thank the nurse who cared for my daugter and made sure she was pain free. We were seen and treated very quickly thank you

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Responses

Response from Faith McCrea, Service Manager, Emergency & Medical Services, Wishaw General Hospital

picture of Faith McCrea

Dear sharon79

Thank you very much for getting in touch and for your comments in relation to the care your daughter received whilst having to attend the Emergency Department here at Wishaw General Hospital. I am pleased that you felt that we were supportive to the needs of your daughter; and we will reflect on the information provided to you as aftercare and appreciate your suggestion.

I apologise you did not feel the reception staff were acting in a friendly manner and I will ensure that your comments are fed back to the reception staff as we would always expect staff to be professional and friendly at all times and agree that this is the first point of contact for patients when they present to the Emergency Department.

I appreciate your feed back on the reception area and I can assure you that we try and make this as private as possible and will endeavour to continue to do this.

I indeed hope that your daughter’s injury is healing well

Best Wishes

Faith

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Update posted by sharon79 (a parent/guardian)

Hi faith I would like to say we returned to the department on Thursday night again and the reception staff that were on that night were outstanding. One girl came along and put the tv on for the children in the children's area and was very attentive. Thank you for the reply