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Excellent patient journey

Posted By Kirky99

"Excellent patient journey"

About: Arbroath Infirmary / Minor Injuries Arbroath Infirmary / Out of Hours Service NHS 24 / NHS 24 (111 service)

(as the patient),

I made contact with 111 this evening. The lady I spoke to on the telephone, (Kerry I think her name was) was so helpful, calming, professional and polite. After taking my history and all the information, Kerry said that she would pass the information on to the nurse and to stay on the line. Nurse, Shirley,  I hope that was her name, then asked me a few more questions and was really nice, explaining what she was planning to do next. Shirley was passing my information to my local health board and that someone would be in touch. Shirley explained that all the health boards were busy this evening and there may be quite a wait and also said that if my symptoms worsened, to make contact with 111. Shirley had a great way with her, caring, super people skills and always explained everything fully. Within the hour I was telephoned by  Doctor Gillian from Ninewells hospital and asked to attend Arbroath Infirmary Minor Injuries as soon as I could get there. I was seen within 2 minutes of arriving at Arbroath by Nurse Lauren. Lauren did an amazing job of making me feel comfortable, with her caring and kind nature, very professional and explaining everything fully. I left Arbroath Infirmary, one very grateful patient with the treatment that I needed.  Thank you.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 10/02/2023 at 08:46
Published on Care Opinion at 08:46

picture of Shona Lawrence

Dear Kirky99

I hope you are doing well. I’m sorry you had to attend at the Minor Injuries Unit at Arbroath. From what you have shared in your story however, it’s clear you had a very positive experience from everyone involved in your journey of care.

I would love to share your story with the staff members here at NHS 24 who managed your call. I’m sure they would be absolutely delighted to see your heartfelt feedback. Here at NHS 24 we don’t have the benefit of seeing our patients face to face, therefore our staff do a fantastic job of listening, remaining calm and offering reassurance to patients and callers. It sounds as though this is exactly the service you received which is great. To share your story with the staff involved, I would l need some additional detail. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

Doctor Gillian from Ninewells and Lauren from Arbroath also sound fantastic in providing person-centred care. Well done to them.

Take care meantime.

I hope to hear from you further.

Shona

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 10/02/2023 at 12:56
Published on Care Opinion at 12:56

picture of Shona Lawrence

Hi Kirky99

How nice o speak with you today. Thanks so much for contacting me directly and for your further positive feedback for NHS 24 staff.

With the additional detail you provided, I will ensure your complimentary feedback is shared with the staff involved in your care.

Well done to the staff member at Arbroath who gave you information on Care Opinion!

Take care meantime. I wish you well.

Shona

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Response from Anne Black, Senior Charge Nurse, Minor Injuries Service/ Out of Hours, NHS Tayside 2 years ago
Anne Black
Senior Charge Nurse, Minor Injuries Service/ Out of Hours,
NHS Tayside

Submitted on 13/02/2023 at 15:16
Published on Care Opinion at 15:16

Dear Kirky99

Thank you so much for leaving your lovely review on care opinion, its very much appreciated. Your urgent care journey is exactly what we hope it should be, and this is very reassuring. The fantastic help and support you received from NHS 24 through to your attendance at the Minor Injury and Illness Unit (MIIU) at Arbroath, seems to have been seamless.

I'm so glad you were seen so promptly and were happy with the care and compassion shown to you by Lauren. Lauren is one of our Advanced Nurse Practitioners and always ensures that patients receive the best possible care and advice. She is a valued member of staff, and I will pass these kind words onto her and the rest of the MIIU team. It really helps to build morale to know that we have made a positive impact on our patients and their family/carers, so thank you again for taking the time to post your story.

I hope you are now feeling much better and are enjoying some of this lovely spring weather.

Take care

Anne

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