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I was listened to and treated as a person

Posted By Carameltop87

"I was listened to and treated as a person"

About: Forth Valley Royal Hospital / Minor Injuries Assessment Service Forth Valley Royal Hospital / Xrays & Scans NHS 24 / NHS 24 (111 service)

(as a service user),

I attended the minor injuries unit at FVRH with a really painful knee. I have had problems with my knee for as long as I remember. 

When I arrived in the dept with my husband we had to wait in a seating area. You could see the nurses and doctors were busy but supportive of each other. 

I was seen by an amazing ANP. I unfortunately have forgotten her name but she was fantastic, she put me at ease and the 3 of us had some banter which again helped with feelings of anxiety. 

I was sent for an x-ray and when I returned was waiting about 15 mins max before being seen again. I had a soft tissue injury (felt like a total goofball going to hospital for that) and she referred me to the fracture clinic as a precaution. The ANP gave me fantastic advice on what to do next and provided me with crutches. All this was done within an hour.

This is a huge thank you for the amazing care I received. I was listened to and treated as a person. Thank you to everyone from the NHS 24 call handler, x-ray and obviously the fantastic ANP.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 14 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 15/03/2023 at 12:40
Published on Care Opinion at 12:40

picture of Shona Lawrence

Dear Carameltop87

Thanks so much for sharing your experience on Care Opinion. I hope you are doing much better and are managing with your crutches.

The staff who treated you sound great - well done to them for leaving you with such a positive impression. I'm sure my colleagues within NHS Forth Valley will be delighted to see your comments. I must admit to having a chuckle to myself at your description of you feeling like a 'goofball'. Soft tissue injuries can be exceptionally painful, so you clearly did the right thing in seeking help.

Thanks for mentioning our Call Handler here at NHS 24. I'm glad we were able to help by referring you on to be seen. If you wish to share anything further about your call to 111, it would be great to hear from you. You can contact me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes for a full and speedy recovery. Just get everyone around you to spoil you meantime!:)

Take care

Shona

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Response from Tracey Archibald, Lead Nurse for Advanced Practice ED/MIU, Emergecy Departement/Minor Injuries Unit, Nhs Forth Valley 13 months ago
Tracey Archibald
Lead Nurse for Advanced Practice ED/MIU, Emergecy Departement/Minor Injuries Unit,
Nhs Forth Valley

Submitted on 24/03/2023 at 12:00
Published on Care Opinion at 12:00

Dear Carameltop87

Thank you taking time to post feedback on Care Opinion about your positive experience with NHS 24 and the minor injury service within the Emergency Department. I am delighted to read such patient centred care by the team that made you feel at ease.

Please do not feel like a "goofball" you describe an injury that required assessment, x-ray crutches and follow up with the fracture clinic.

I hope you are resting well and the knee pain is settling. I will share this fantastic feedback with the minor injury team.

Take care

Tracey

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