"Queue busting nerves diminished by outstanding staff"

About: Golden Jubilee National Hospital

(as the patient),

I attended the Golden Jubilee Hospital for a colonoscopy. I was referred from my local hospital as a 'queue' busting strategy.

I was delighted to have the procedure offered more quickly than would have otherwise have been the case. It was necessary for me to telephone the hospital twice before the day of the appointment and I was pleased with help/advice I received.

On the day I was very impressed with the welcome/help at Reception, and the treatment, information, respect and dignity afforded to me by all those involved in the 'procedure. '

I was nervous and my nerves were diminished by the thoughtful way I was prepared by the outstanding staff.

I would only add, that my appointment was the last in the day and therefore I needed only to have arrived at 2pm instead of the 1pm in my letter. Thank you.

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Responses

Response from Christine McGuinness, Communications Manager, Golden Jubilee National Hospital

Dear Likely779

First of all, apologies for only replying to your post now - and thank you for taking the time to share your recent experience of the Golden Jubilee National Hospital with us.

As the National Waiting Times Centre, we were set up to help local NHS Boards meet their waiting time targets, so it is good to know that you have benefited from this.

We believe that our staff do a great job, so it is wonderful to hear from patients who think that too. Please be assured that we will pass your kind words on to the staff/departments you have mentioned below.

We do not want anyone to wait any longer than is necessary when they come into our hospital, so we are sorry to hear that you had to wait a while to be seen on the day of your appointment.

Please be assured that we constantly review our processes and systems, and take account of many factors and considerations when setting appointment times, to ensure that they are appropropriate for our patients. We want our clinics to run as efficiently as possible for all of our patients, and if there were delays that we could not foresee, we hope that you were kept well informed about any reasons for this and when you would be seen.

Thank you again for using Patient Opinion to tell us about your recent experience.

Best wishes

Kind regards,

Christine

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