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We felt that they went out of their way to help us

Posted By Dalmore1

"We felt that they went out of their way to help us"

About: Angus Council Personal Care and Community Alarm Service NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a relative),

My mother-in-law pulled her alarm after a fall, she was advised to phone an ambulance, which she did. When I arrived there was blood everywhere, a call back from the ambulance saying there none in the area and to phone NHS24 which we did and told 55 minutes to answer our call.

She had a head injury which would not stop bleeding so I decided to take her right there, the two staff arrived from community alarm to check how she was they were great. Helped me to the car and followed us down to minor injuries and helped me out at the other end and into the department.

They were so helpful and kind, we felt that they went out of their way to help us. It was appreciated as I would have really struggled without their help, I did not catch their names due to the stress of it all but want to thank them both so much.

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Responses

Response from Alan Martin, Clinical Development Manager, National Operations, Scottish Ambulance Service 8 months ago
Alan Martin
Clinical Development Manager, National Operations,
Scottish Ambulance Service

Submitted on 01/10/2024 at 13:01
Published on Care Opinion at 13:01

picture of Alan Martin

Dear Dalmore1,

Many thanks for taking the time to share your story here on CareOpinion. I am so sorry to read about what happened to your mother in law. This must have been a worrying time for both of you.

I am so sorry that the Service did not have an available resource to send out to support you, this must have been frustrating and worrying. I am so pleased however that the staff from community alarm were so attentive and helped you both to get your mother in law the help that she needed with her injury.

There is an option if you would like for us to raise a concern about the lack of resource available to help which you are within your rights to take. The form here will guide you through the process and if your mother in law consents we can share the findings of any review with you including any potential learning.

I hope that your mother in law is feeling better now, please pass on my own apologies to her also. All the very best to you both.

Kind Regards

Alan

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Karen D, Patient Experience Manager, NHS 24 8 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 01/10/2024 at 16:35
Published on Care Opinion at 16:35

picture of Karen D

Dear Dalmore1,

Thank you for sharing your story on Care Opinion. I am sorry to learn of your mother-in-law’s fall and I do wish her well.

From your story, I understand multiple services were involved in your mother-in-law’s patient journey. I reply on behalf of NHS 24.

I am sorry to read you were met with a 55-minute wait when you called the 111 service and I apologise for this. We are aware that at times, due to demand, wait times to access our service are longer than we would like. Please be assured we are working hard to improve this by ensuring our systems and processes are as efficient as possible.

If you would like the NHS 24 element of your feedback reviewed in more detail, please don't hesitate to get in touch. You can contact me or a member of the Patient Experience Team at Patient.Experience@nhs24.scot.nhs.uk

I wish you and your mother-in-law all the best. Thank you again for sharing your story.

Kind regards,

Karen

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Dalmore1 (a relative)

Thank you for reaching out, the post in no way meant to be critical of NHs 24 or Ambulance service, we took it as a sign they were busy and the person who called to advise that no ambulances were available was helpful.

Thank you for taking the time to respond though it is appreciated and we do understand that services are stretched at times

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