"The whole level of care was outstanding"

Dear Harry's Mum

Thank you so much for your complimentary Care Opinion story. I'm sorry to learn your mum had a fall and I hope she is doing well. This can be a frightening experience and I'm pleased the Community Alarm Service responded quickly.

Your mum's care is an exemplary example of services working together to ensure the best possible patient care. The ambulance crew sound fantastic, treating your mum with dignity and patience. Dr McKinnon sounds as though her level of person-centred care was exemplary too. I'm sure my colleagues within the Scottish Ambulance Service and NHS Ayrshire & Arran Out of Hours Service will be delighted to see your feedback.

A special thanks for mentioning our Call Handler here at NHS 24. Very often a call to our service is the start of a patient's journey of care so it's good to hear what happens thereafter. It appears, from what you have shared, that we recognised your mum needed face to face assessment and made the necessary arrangements.

I would like to be able to share your compliment with the staff member who managed your call to NHS 24. We always try to do this as it's hugely important for our staff, who work exceptionally hard behind the scenes, to receive such feedback. If you would be kind enough to contact me with some additional detail, then I could do this. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes to you both.

Shona

Hi A

Thanks so much for your phone call. It was a pleasure to speak with you. With the additional detail you have provided, I will absolutely ensure your kind comments are shared with Jennifer here at NHS 24.

I'm sorry to learn of your mum's challenges, however it sounds as though she has great support around her which is fantastic.

Best wishes

Shona

Dear Harry's Mum

Thank you for taking the time to share your heartfelt feedback here on CareOpinion.

I am so sorry to learn about your mum's fall. This must have been extremely distressing for your mum and for yourself too. I am, however delighted to read about the treatment given by the crew who attended. It sounds as though they provided wonderful care to your mum and hopefully helped to calm her if she was feeling anxious.

I am thrilled to hear about the care given by NHS24 and the doctor also. Your mum certainly was in good hands!

If you would like your kind comments to passed on to our crew I would be more than happy to arrange this for you. If so, please may I ask you contact us at sas.feedback@nhs.scot with your mother's name, address and date of when we attended to her. Please may we also ask you make reference to your Care Opinion username which will allow us to link to this story.

I hope your mum is feeling much better and on the road to recovery. I wish you both the very best

Thank you once again

Lesley

Dear Harry's Mum

I would like to thank you for taking the time and trouble to share this lovely feedback with us on Care Opinion

I would like to reiterate the sentiments of my colleagues in the Scottish Ambulance Service and at NHS 24 and I am delighted to hear that your mum received such kind, professional and compassionate care, from our staff. This is such a lovely example of different teams working together to provide true person centred care.

When times are challenging, it’s always nice to hear such positive feedback from our patients and their loved ones.

Please accept my good wishes for your mum’s ongoing recovery and thank you once again for taking the time to acknowledge your care experience.

Kind Regards

Pamela