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Care Opinion

Bad experience to good experience

Posted By Anonymous fife

"Bad experience to good experience"

About: NHS 24 / NHS 24 (111 service) Victoria Hospital / Accident & Emergency Victoria Hospital / Admissions Unit 1 (Emergency Medical) Victoria Hospital / Out of Hours

(as the patient),

I was admitted to the observation unit at the Victoria hospital in July 2023. This was because of my mental health, I had taken an overdose. The day time staff was ok though seemed very understaffed. I felt Night shift was bad as one staff member was very loud, they allowed a patient to bring in his pal in the early hours, again very noisy and a lot of messing around. They didn’t check on patients and were more interested in having a laugh. I didn’t get sleep because of this.

At one point I lost the feeling in my limbs couldn’t talk or open my eyes no one noticed not even a nurse that came in to take my bloods even though I couldn’t respond they just took them anyway.

When I was discharged it was 2 hrs until I could get a bus but I just left saying I needed some peace and quiet. The loud member of staff followed me and repeated what I said in an extremely loud voice  This left me feeling extremely scared and intimidated like they were provoking me to react. Considering what had happened, I felt suicidal again and bullied never wanting to go back to hospital.

By evening muscle spasms and body tremors were beginning again so I phoned 111 but explained what had happened and I didn’t want to go back. They were kind and arranged for me to see an out of hrs doctor who was concerned with my presentation and wanted me admitted for tests. I explained my story again which they were kind about, and instead arranged for me to go to outpatients admission 1. I agreed to try.

I met some of the kindest hardest working nurses ever and they were kind and extremely thorough at checking everything. I would like to say thanks to the staff that was on that evening for being so understanding and caring. From feeling bullied and ignored the night before to such good care helped me to come home a little happier even though I still felt awful. They made such a difference.

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Responses

Response from Jamie Doyle, Head of Nursing - Acute Services Division (Corporate), Acute Services Division, NHS Fife 9 months ago
Jamie Doyle
Head of Nursing - Acute Services Division (Corporate), Acute Services Division,
NHS Fife

Submitted on 01/08/2023 at 15:39
Published on Care Opinion at 15:39

Dear Anonymous fife

Thank you for your feedback and I am sorry to hear of your experience in the Emergency Department's Observation Ward. I would welcome discussing your experience further to allow the opportunity for myself and the team to reflect and identify improvements, as when in our care you should feel safe, comfortable and well cared for.

You can contact me directly via email, Jamie.Doyle@nhs.scot. I look forward to hearing from you, and again I am sorry to learn of your poor experience.

Kind regards - Jamie Doyle - Emergency Department.

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 9 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 01/08/2023 at 20:29
Published on Care Opinion at 20:29

picture of Shona Lawrence

Dear Anonymous fife

Thank you for sharing your experience. I was sorry to learn how this made you feel. I'm pleased to see Jamie from NHS Fife is encouraging you to get in touch. I hope you make contact as experiences such as yours are a real opportunity to learn and improve.

I see from your story that you made a call to 111. I'm pleased you found our staff kind and that arrangements were made for your care to be passed to an Out of Hours Doctor. Please don't hesitate to contact NHS 24 on 111 if required. You can also access our Mental Health Hub 24 hours per day by calling 111 and pressing the mental health option. Breathing Space is also available in the evenings and all weekend. They can be contacted on 0800 83 85 87.

It's great to see your acknowledgement of the hardworking staff in outpatients admissions 1. Despite what you are going through, it's kind of you to acknowledge the positive impact their care had on you.

I'm so glad to see you went home feeling even a little happier. Take care meantime and I wish you all the best for the future.

Shona

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Response from Lynnette Marshall, Head of Nursing, Community Care Services - Inpatients, NHS Fife 9 months ago
Lynnette Marshall
Head of Nursing, Community Care Services - Inpatients,
NHS Fife

Submitted on 02/08/2023 at 09:28
Published on Care Opinion at 09:28

Dear Anonymous fife,

Thank you for taking the time to provide very valuable feedback, I can see my colleagues from other areas have been in contact also.

I hope you are feeling better and I am pleased to read the Out of hours doctor was kind and listened. I would be keen to share this feedback with the clinician involved in your care and wonder if you could contact me via email at lynnette.marshall2@nhs.scot

I hope you are doing well at home and best wishes for the future.

Kind regards,

Lynnette

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