"I experienced seamless care"

Two weeks ago I had to contact NHS 24 and Out of Hours Services at the New Victoria Hospital, Glasgow. I wanted to share my experience whilst highlighting the excellent care I received not only from NHS 24 - Out of Hours but also Accident & Emergency as well as the Gynaecology Emergency Dept at the Queen Elizabeth University Hospital (QEUH).

My experience was of a gynaecological nature and despite having nearly 40 years nursing experience I was pretty anxious. I have never called NHS 24 for myself. I often see reports of poor service relating to the out of hours services and as a nurse I hate the idea that patients feel let down by the NHS. Therefore I feel it is only right to offer balance and highlight good care when it takes place (and I know it takes place every single day across the NHS).

My first contact in the early morning was Antonia from NHS 24. Giving my details was time consuming and would have been impersonal but for Antonia who offered me reassurance with almost every question! I knew if the line was lost she would call me back and I would not have to go through the process again. I spoke with the medical clinician (with Antonia also on the line) and I felt supported and reassured by their care. It was agreed they would call ahead to Out of Hours at the New Victoria Hospital and I would be assessed there. However the doctor at the Victoria called me, discussed my condition and felt my symptoms warranted more acute assessment and management. For my own benefit I was asked to attend A&E at the QEUH. At every stage of the discussions I felt part of decision making and that I was important. I was anxious, in pain and not feeling well at all, the fact I was treated with compassion, empathy and treated as an individual settled me at a difficult time.

I experienced seamless care that morning. The Victoria Hospital had called ahead and A&E were expecting me. I was seen very quickly by Kayleigh, a very competent, experienced staff nurse. I loved her approach and her manner. She was friendly but efficient and put me so much at ease. Thank you for that Kayleigh. Please know you were fantastic. I also met Amy that morning in A&E. She was an absolute genius at cannulating - it's her super power! These two nurses made me feel at ease, but cared for me professionally and as an individual.

Kayleigh arranged for me to be reviewed at the acute gynaecology department. Again seamless, efficient care. I was assessed and supported in this department by Jill. She was knowledgeable, relatable, friendly and at the risk of being OTT Jill was in my opinion the perfect example of a great nurse! I will be forever grateful for her nursing care and expertise. Jill is part of an expert team at the QEUH who supported me and my husband during the hours we spent there. Jill and her colleague Joan were exceptional - they made being friendly and helpful look so easy! I am grateful to Dr Hardie the gynaecologist reviewing patients that morning for her expert opinion and assessment. 

Overall I was assessed by multiple healthcare professionals across various departments and I was impressed by all of them. I want to say a massive thank you to each of them and to let them know how exceptional they all are. I am always proud of the NHS and the people who work within it. Many of them make hard jobs look easy when they are cartainly not. They are overworked and under-resourced, which makes what they do all the more special.