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Surgeon explained everything in a way that I could understan...

Posted By staffmemberfife1

"Surgeon explained everything in a way that I could understand"

About: NHS 24 Victoria Hospital / Admissions Unit 2 (Emergency Surgical) Victoria Hospital / General Surgery

(as a staff member posting for a patient/service user),

It all started when I became ill at home. I called NHS 24 in the afternoon and after listening to all my symptoms they asked me to call back later if anything changed.

Unfortunately I did have to call back early evening as I was in the most awful pain. When I eventually got through 25 minutes later I had to go through the whole scenario again I really thought that my last telephone conversation would have been documented but I had to go over everything and this was so difficult when the pain had worsened.

I  was given an urgent care appointment and discovered that I had a serious infection. I was grateful that I didn't have long to wait. I was then transferred to the Admissions Unit 2  I felt safe knowing I was in the good hands of the nursing and medical team. I was then transferred to ward 52 and the consultant surgeon explained that I would be put on the list for an operation. He has been really nice and has explained everything to me in a way that I could understand.

The anaesthetist has been to see me I have had an anaesthetic in the past but I was still very anxious. I felt a bit more relaxed after speaking to the anaesthetist.

The nursing staff have all been nice The housekeeper is so smiley and cheerful The nurses in ward 52 are excellent. If I need anything the response is always good. All staff are very friendly and polite.

 

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Responses

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

Submitted on 08/08/2023 at 16:12
Published on Care Opinion at 16:12

picture of Shona Lawrence

Dear staffmemberfife1

Thanks for sharing your experience on Care Opinion. I'm sorry to learn you required surgery and I hope you are doing so much better. The staff within the Victoria Hospital sound fantastic. Well done to the Surgeon for taking the time to explain everything clearly. At a time like this, a clear understanding of the plan provides reassurance and comfort that you are in safe hands.

I note you had contact with NHS 24. I have read what you have shared regarding this and I would be keen to explore this with you more fully. Firstly, I am sorry for your 25 minute wait time to get through when you re-contacted us. When you feel ready, it would be good to hear directly from you. Some additional detail would let us review your contact. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

It may be helpful to explain, NHS 24 has access to detail held on your NHS 24 electronic call record which documents all calls to the service. However, as you were making a further call, a new record is required to be created. It would be clear to us however, that you were a return caller. A new records is created to ensure clinical symptoms are accurately captured and reflect the situation is at that time. We do appreciate repeating answers previously provided can be frustrating. This is done to ensure patient safety as we don't have the benefit of seeing our patients face to face. I hear what you say about this though, so thanks for your comments.

I hope to hear from you further. In the meantime, I wish you well for a full recovery.

Kind regards

Shona

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Response from Shelley Kennedy, Senior Charge Nurse, Ward 52, NHS Fife nearly 2 years ago
Shelley Kennedy
Senior Charge Nurse, Ward 52,
NHS Fife

Senior charge nurse

Submitted on 09/08/2023 at 12:08
Published on Care Opinion at 12:42

picture of Shelley Kennedy

Dear staffmemberfife1.

Thank you for taking the time to provide feedback to our staff within the Victoria hospital. I am sorry to hear that you have been unwell and required surgery. I am glad to hear that you are now recovering well and also that everything was explained to you in detail. I will pass over these lovely comments to all of the staff in Ward 52.

Take care and remember to have plenty of rest whilst recovering from your operation.

Shelley Kennedy, Senior charge nurse

Ward 52- Victoria hospital

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