"Went above and beyond to make sure I understood what was happening"

About: Hairmyres Hospital / Emergency department Hairmyres Hospital / General Surgery

(as the patient),

I came into A & E recently suffering serve excruciating pains in my abdomen, when I saw the amount of people waiting my heart sank and filled with dread as I though I would have to wait forever to get seen.

Your receptionist on duty couldn't have been nicer, in the end I only had to wait about 20 mins before the triage nurse came for me, seeing how much pain I was in they took me straight into a side room and before I knew what was happening your lovely nurse Charlotte had me set up with an IV and morphine was injected - at that moment I would have married the girl for relieving the pain! in fact my husband told me that I continued to tell her how much I loved her! Lol.

I would like to take this opportunity to wish Charlotte all the best in her up and coming marriage because although I didn't get her surname this was something we spoke about, so I hope you know who you are from this description - THANK YOU! , once I had been seen by a lovely Doctor who very kindly held my hand as I had a little bubble to myself and explained that I thought I was going insane with this pain over the last couple of months she very kindly told me that I was being admitted to ward 4 where she was sure they would find out what was wrong. - again THANK YOU!

Ward 4 - as I arrived late on Friday night to A & E it was the early hours of Saturday morning when I was admitted to ward 4, my first contact was Colin - very nice gentleman who explained what the plan was for me and then left me in the very capable hands of Mhairi, such a nice person, who looked after me and advised that my consultant would be round in the morning to speak with me. After a few days here I was moved to ward 6.

WARD 6 - where do I start - Mr Brown, my consultant, I loved his attitude with his patients, how normal he spoke to me, like I was a person, not just another illness, how he came round as soon as he knew each new step that had to be taken and explained it and also went above and beyond to make sure I understood what was happening - I grew to trust him completely and to be honest although the other docs were very nice, I always waited until I could speak to him before I believed anything that I was told. I really appreciated how committed to my case he was even though I know he probably had a million other cases to look after. Mr Brown, looking forward to hearing my final results! The only one thing I think could be improved is the food choice.

I must mention all the people who looked after me because you all do a wonderful job - not listing them in any type of order just as I remember them - Aileen, Debbie, Jasmine, Laura, wee Emma, Anne, Dawn, Trish for all my lovely tea! , Nadia for keep everything really clean- you never missed a corner! Sophie, for the chocolate and cuddles!

A special shout out to the nightshift - Gail (the wean) you are a very clever woman young lady, if I was your mother I would be very proud, - Emma, what can I say, you light up the room - you are such a laugh, I love how you are so tough but have a heart of gold, you know you do! THANK YOU!

Then we come to Robert, there are no words other than I love you - you deserve all the finer things in life Robert, thank you for keeping it real, patients can sometimes forget that you are all human beings too, and it was my great pleasure that you were looking after my room because it was a privilege to have met you and hear all your life stories, you are worth more than you know. x

Now I have left one person to last not because they came last - quite the opposite - this person has left a lasting impression on me for what a nurse really means......Jessie, you my lovely are worth your weight in gold! I watched you move about your ward looking after everything that came your way, not once did all the work you had to do take away from the care and attention you paid to your patients, especially me, cause we all know I was your favourite! Lol - I wish you all the luck in the world, I hope daisy brings you some joy and make sure you remember and take some time for you! xxxx

Ward sister Sharon (I remembered the name correct this time) I hope you know how good all your staff are and I appreciate that some of this also comes from a fair leader, so remember you will get more out of a happy workforce than an unhappy one - THANK YOU!

miss you all x

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Responses

Response from Gwen MacIntyre, Senior Nurse, Surgical & Critical care, Hairmyres Hospital

picture of Gwen MacIntyre

Dear Jessies Favourite,

On behalf of all the staff mentioned and through each step of your journey I want to thank you for sharing your story with us all. I am quite frankly crying as I write this response!

Your wonderful recollection of what must have been a very worrying and difficult time for you is a testament to the caring staff whom have crossed your path. You have shown how we work as a team from our domestic & hostess staff to the consultants with our patients at the center of all our thoughts.

We always strive to be person centered, caring and compassionate - sometimes we don't always get this right however I'm delighted we did for you. I'm overwhelmed by your words as I'm sure the staff will be.

I will be sharing your story with each of the departments involved and will ensure this is displayed in each area so that all the staff can see what their devotion has meant to you as our patient.

We all hope you are recovering well and I'm sure many staff will remember who you are just by your words.

Kind Regards (I need a tissue)

Gwen

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Response from Lise Axford, Senior Nurse, Emergency Medicine, Hairmyres Hospital

picture of Lise Axford

Dear Jessies Favourite

After reading your account of your journey within Hairmyres, I felt I also wanted to thank you for sharing your experience. I am sorry to hear how much pain you were in initially but reassured that you were seen promptly and efficiently.

Feedback for staff is very important and staff in all areas will be delighted to read and receive your comments.

The specific mentions you have given regarding individual staff will of course be shared. As Gwen says, many staff will remember you and we all wish you a good recovery. Thank you again for taking the time to write such a detailed and positive account. It really is apreciated.

Kind regards

Lise

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