"What a credit these people are to their profession"

Yesterday my teenage son spent almost 6 hours in an absolutely overwhelmed A and E department in University Hospital Hairmyres. 

The staff were nothing but professional and caring, despite the intense pressure of workload they faced. The receptionist went out of her way to ensure my son got a wheelchair as he was unsteady on his feet, the triage nurse was caring and thorough and ensured my son was waiting near to her room in case of further concern. The doctor we saw was kind caring and compassionate- despite the place she was working in what was effectively the ambulance entrance area! 

The waiting area was full but water had been provided and every free space was taken up with patients. 

During our wait, I saw staff subjected to verbal abuse on several occasions. Staff were trying to get through cases and to be perfectly frank had the patience of saints! I believe on several occasions people should have been told to leave and staff should follow the clear unacceptable behaviour signs that are up everywhere - but they continued to go ahead with care even under this duress. It is disgusting that staff have to put up with this on a busy and intense shift. I hope that hospital management realise how lucky they are with such dedicated caring overworked staff in place. 

Even though they were overwhelmed- every staff member apologised for our wait, on more than one occasion.  What a credit these people are to their profession, department and NHS Lanarkshire. 

However, it remains to be seen that the waiting times and the sheer volume of patients was overwhelming. To be using available ambulance receiving areas in a relatively new big hospital seems ridiculous and shows how overwhelmed the whole A and E department are. 

 I have nothing but praise for the service and professional care of the A and E staff- especially under such incredible pressure. 

My son had stitches to his face which will be removed by a community nurse next week. 

However, my actual concern is with the Fracture Clinic. We were told there is a ten day wait for an appointment. My son previously waited 5 days for an appointment for a broken bone. Why on Earth do broken bone appts take so long? Surely the wait without treatment is not conducive to NICE guidelines and patient care? 

It seems odd that an overwhelmed A and E can cope with heavy patient throughput, but aftercare waits longer. Can someone please explain the logic of this to me?

I have no problem waiting but I feel that surely follow up to stop any further damage to bones would be necessary in less that 9 days? I feel this level of care is not acceptable. It’s only a broken nose but regardless- surely it is more economical and sensible to get to patients earlier to avoid further damage? 

Again huge thanks to A and E- I sincerely hope this is passed onto staff in the department. It may only be words but they should know they are doing a great job and people are grateful - even though they face rudeness, aggression and violence and incredible pressure of workload. NHS Lanarkshire should be proud of them and support their endeavour with more staff and better working environments. 

Thank you.