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Excellent care in Paeds A&E

Posted By MARM2712

"Excellent care in Paeds A&E"

About: NHS 24 / NHS 24 (111 service) Royal Hospital for Children (Glasgow) / Accident & Emergency Royal Hospital for Children (Glasgow) / Imaging (Xrays and Scans) Royal Hospital for Children (Glasgow) / Paediatrics

(as a parent/guardian),

Today I took my 12 year old to A&E after being directed there by NHS24. He had fallen in the playground and landed on his hand. We had to wait 45 mins to get through to NHS24 to speak to call handler and then a nurse. We were advised we would get a call back with appointment to take him for an X-ray. We were called back within 15 mins and directed to A&E. 

We arrived at A&E and greeted by kind nurse then friendly receptionist. We sat in waiting room for no longer that 2 minutes, saw triage nurse (a little rough with injury for my liking but still friendly) waited less than 5 mins to see nurse practitioner, sent to X-ray, 2 mins wait back to see nurse practitioner and splint applied. Receptionist very helpful for future appointment.

Outstanding care and kindness shown by all staff that we dealt with. 

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Responses

Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 2 months ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 11/02/2025 at 17:54
Published on Care Opinion at 17:54

picture of Stephanie W

Dear MARM2712,

Thank you for sharing your story on Care Opinion.

I am sorry to learn you had cause to contact 111 on behalf of your son due to his fall. I understand this must have been a very worrying time. I note from your story, your son’s journey of care involved multiple services. I reply on behalf of NHS 24.

Firstly, please accept our apologies for the extended wait time to access the 111 service. We are aware that, at times, due to high demand, wait times to access our service are longer than we would like. Please be assured that we are working hard to improve this by ensuring our systems and processes are as efficient as possible.

It is great to hear that you were shown such care and kindness by all of the staff you interacted with.

If you would like us to review any element of feedback relating to your contact with NHS 24 you can contact us by email at Patient.Experience@nhs24.scot.nhs.uk, including your Care Opinion user name.

Thank you once again for sharing your experience.

Best wishes to you both,

Stephanie

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Response from Coral McGowan, Patient Services Manager, Women & Children's Services, NHS Greater Glasgow and Clyde 2 months ago
Coral McGowan
Patient Services Manager, Women & Children's Services,
NHS Greater Glasgow and Clyde

Submitted on 17/02/2025 at 10:55
Published on Care Opinion at 10:55

picture of Coral McGowan

Dear Marm2712,

We were sorry to hear your son had a fall and sustained an injury - however, very grateful to our ED team that took such great care of him, provided prompt treatment and follow-up arrangements.

Thanks so very much for taking the time to provide this feedback to us. We've shared your praise, alongside our own thanks to our ED team and are grateful to you for giving us that opportunity.

We hope your son is now feeling much better and recovering well.

Sending best wishes

Coral

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Response from Mary Pirie, Site Superintendent Radiographer, Diagnostics - Royal Hospital for Children, Glasgow, NHS Greater Glasgow and Clyde 2 months ago
Mary Pirie
Site Superintendent Radiographer, Diagnostics - Royal Hospital for Children, Glasgow,
NHS Greater Glasgow and Clyde

Submitted on 18/02/2025 at 14:10
Published on Care Opinion at 16:33

Dear Marm2712,

Thankyou very much for taking the time to provide this lovely feedback to our services in RHC. I hope your son is now recovering well. On behalf of the X-Ray/imaging services, we would like to thank you, it means a great deal to staff to receive these lovely comments from parents.

Sending best wishes

Mary Pirie

Site Superintendent Radiographer

Royal Hospital for Children

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