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Care Opinion

Fractured elbow

Posted By Lynmc58

"Fractured elbow"

About: NHS 24 / NHS 24 (111 service) Ninewells Hospital / Accident & Emergency Whitehills Health & Community Care Centre / Minor Injuries

(as a parent/guardian),

My daughter recently injured her elbow - she was in a lot of pain and because it was so late in the evening, I took her directly to Ninewells ED.

The reception staff and triage nurse were welcoming and friendly and my daughter was given pain relief while she waited. Unfortunately the department was really busy so we expected a long wait. There was a group of young people who had attended with their friend and were in the waiting area- they were disruptive, shouting and swearing and made what was already a difficult wait really unpleasant.

After almost 3 hours and no sign of us being called to be seen, I decided to take my daughter home and contact NHS 24 for an appointment at our local minor injury unit the next morning.

I contacted NHS 24 in the morning and was connected to a call handler within 5 mins - the call handler and nurse were kind and professional and asked appropriate questions about my daughter's injury. They directed my call to the local health board and I was called back within an hour and offered an appointment at Whitehills Minor Injury Unit for my daughter to be assessed.

We were seen as soon as we arrived and the nurses, healthcare assistants and radiographers were all lovely and put my daughter at ease. They took time to listen to her and explain things in a way she understood, showing her pictures of where she had hurt her arm, explaining the X-Ray and giving us an advice leaflet to take away.

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Responses

Response from Lauren Lawrie, Angus Health and Social Care Partnership 2 months ago
Lauren Lawrie
Angus Health and Social Care Partnership

Submitted on 10/02/2024 at 06:42
Published on Care Opinion on 12/02/2024 at 09:13

Dear Lynmc58,

Thank you for taking the time to complete a Care Opinion. We welcome your opinions on the care you received while attending Minor Injuries in Whitehills Health and Community Care Centre.

We are sorry to hear about your daughter's recent elbow injury and hope she is recovering well and the pain is improving.

In Minor Injuries we aim to make the patient journey as smooth as possible. We have a fantastic team of nurses, healthcare assistants and radiographers in our department and its great to hear that your daughter received compassionate care and treatment from all of our staff.

Regards

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Response from Karen, Patient Experience Officer, NHS 24 2 months ago
Karen
Patient Experience Officer,
NHS 24

Manage patient feedback

Submitted on 12/02/2024 at 15:35
Published on Care Opinion at 16:07

picture of Karen

Dear Lynmc58,

Thank you for sharing your experience on Care Opinion. I am very sorry to learn of your daughter’s recent elbow injury. I am pleased your daughter was seen at Whitehills Minor Injury Unit and I do hope she is recovering well.

I am delighted to hear the NHS 24 Call Handler and Nurse were kind and professional and played a part in your daughter's positive onward care journey.

If you wish to share more information with me regarding the NHS 24 element of your feedback, then I could identify our staff who managed your call and share your Care Opinion story with them. We always ensure our staff see positive feedback to reinforce for them how valued their care is when people call our service. You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk.

Thank you again for sharing your experience.

Karen.

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Response from Andrew Kinnon, ED, NHS Tayside 2 months ago
Andrew Kinnon
ED,
NHS Tayside

Submitted on 26/02/2024 at 12:14
Published on Care Opinion at 12:14

Dear Lynmc58

Thank you for taking the time to feedback via a Care Opinion.

I am sorry to hear about your daughter's recent elbow injury and hope she is recovering well

I am pleased to hear that our staff were welcoming and that your daughter received timely pain relief. I am sorry that you and your daughter had a long wait to be seen as the department was busy - we do strive to see children more quickly in the evening period but at times if there are particular clinical situations due to acuity or activity this may not always be possible. I am sorry we were not able to do this on the evening in question.

I was disappointed to read about the disruptive situation in the waiting room; we operate a zero tolerance to behaviors like this and apologize that you and your daughter had this experience. Behaviors like this are upsetting to our staff and other patients.

We do have a separate smaller children's waiting area and am sorry if this was not shown to you.

thank-you again for your feedback- it is only through feedback like this that we can strive for improvement for everyone - staff and patients alike.

Dr Andrew Kinnon

Co-Clinical Lead in EM

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