"The care and attention I received was second to none"

I had planned tibia plateau fracture surgery on 6th January and was admitted to Day Surgery with a view to an overnight stay if required.

Staff were so pleasant taking details and prepping for the surgery, they chatted away and made me feel at ease. The surgeons and the anaesthetists explained the full procedure, it's scary listening to the 'worse case scenario' but they obviously cared that the outcome was the best case scenario, I felt in good hands.

Due to an existing health condition I hadn't disclosed previously, the anaesthetist advised I would need to stay in hospital for observation but there were no bed available for this type of care. A nurse asked if I knew my operation may not go ahead, my heart sank and I felt like crying. I assumed this was due to the additional health information I hadn't disclosed. 

The anaesthetist who was exceptionally kind and caring and whose professionalism just shone out advised Adult Critical Care had a bed as an interim measure just so I didn't need to go home. What a relief. 

I woke up after the op in ACC and I was there for 7 days. The care and attention I received was second to none. Each member of staff was amazing; considerate, attentive, professional and I could see they worked as a team. Every day the medical team discussed my care, pain relief, results of any tests taken etc the communication helped me so much and I felt involved and respected. The staff in ACC deserve a medal 

I was moved to ward 14 due to increased activity and the need for beds in ACC. I was moved at nighttime but the charge nurse settled me in prepared the paperwork done the appropriate monitoring and was friendly. 

I was in ward 14 for 4 days and in that time the staff were attentive, nothing was too much trouble and the staff especially the Clinical Assistants were always trying to interact with the patients having a wee laugh and joke but in an appropriate way, they knew everyone by name, knew their favourite food/ drink and it had a good atmosphere in the 4 bedded room I was in. 

Communication regarding my progress etc wasn't present in this ward until the 4th day of my stay when the Dr visited and advised I could go home. 

Home care had to be arranged for me before I was discharged and this was set up promptly as were the equipment aides I required for home. I was visited by the care at home team and the physio team who assessed what I required and were so helpful

Patient transport was arranged and the transport team were cheery and I could tell were patient focused. 

Only hiccup was the team weren't informed I couldn't manage the stairs and they didn't have the relevant equipment. They offered to go get equipment but as I was tired, sore and desperate to get home I decided to bump up the stairs on my behind with them helping me. Believe me by the time I got half way up I was regretting this decision but the transport guys were there and helped as much as they possibly could before assisting me to bed. 

The only time I didn't feel supported or comfortable was with the outpatient appointments and ambulance transport appointment team. I was given an appointment for my review and to have straples removed and patient transport did not have any availability to take me on that particular day and gave me alternate days.

I contacted patient transport appointments again and relayed that information. The operator I can only say was a bit grumpy and they asked have I not already been told no. I advised this request was made from outpatients staff and I was only following their instructions. I then had a bit of a barrage when they asked was it an emergency and whats it for etc and by the end of the conversation I was a bit tearful. I then had to contact outpatients again and confirm I couldn't attend on the appointment date. Then I had to phone patient transport again and arrange pick up on a new date.

All in all I made 5 fone calls which I don't think a patient who has had major surgery 14 days previously and was only a few days out of hospital should have had to make. As a patient I didn't want to be involved in the politics between transport provision and appointment availability and this is how I felt. 

All in all I couldn't have done without the services of so many staff in NHSL University Hospital Wishaw and their partnerships such as the home care team.

My next outpatients appointment is towards the end of February and when I contacted patient transport appointments the operator was pleasant and was able to arrange transport for me on the day and time requested 

This service is invaluable for the infirm but it's unfair for patients to make 5 calls if appointments and transport can't coincide and I feel maybe the 2 departments could have collaborated.

No one wants or chooses to be in Hospital but my experience was positive and I am so appreciative of everyone involved in my care.