"TRAUMA-INFORMED PRACTICE WORKS!"

I recently called NHS 24 due to symptoms linked to my heart. The call handler transferred me to a senior nurse, who arranged for a doctor to call me back. The doctor then referred me to the GP Out of Hours (OOH) service at the New Victoria Hospital in Glasgow. From there, the GP referred me to the Initial Assessment Unit (IAU) at the Queen Elizabeth University Hospital (QEUH) for an ECG and further tests—although I was surprised to learn that the OOH service does not have an ECG machine!

As someone with a history of trauma, I was extremely anxious. I have had both positive and negative experiences attending healthcare appointments. To help in such situations, my GP had previously suggested that I upload a care plan—including my own coping strategies—so that professionals would know how to support me best. This was added to my Key Information Summary (KIS), making it accessible across all healthcare settings. A year ago, this proved invaluable when two paramedics accessed it after I became unwell while shopping.

On arrival, my first words to staff at both hospitals were: “Read my care plan on KIS before anyone comes near me!” They took the time to do so—and it worked!

Morag and Dr Sabrina at the New Victoria Hospital were kind, understanding and reassuring. Dr Sabrina even called the QEUH to check how busy the IAU was, as I struggle with crowded, unfamiliar environments. She also gave them advance notice of my needs.

When I arrived in the middle of the night, I felt scared and disoriented. I approached a lovely paramedic, Carolyn, who kindly walked with me to the IAU. There, I was looked after by Helen, a staff nurse, who was more than willing to listen. She followed my suggestion to point out where to place the ECG leads on her own body, allowing me to position them myself—minimizing physical contact, as outlined in my care plan.

Helen also took my bloods, checked my observations, and arranged my chest X-ray. She made sure the radiographer was aware to let me know in advance before moving behind me. Additionally, she ensured I was placed in a cubicle near the nursing station, staffed only by female nurses, to help me feel safe.

Throughout the night and into the next day, Robin, Jen, Isa, and Gillian regularly checked in on me, monitored my observations, offered kind words, and ensured I had water.

I apologize for not remembering the names of the junior doctor and consultant, but both were equally kind and reassuring about my symptoms. The consultant has now referred me for a 24-hour heart tracing monitor.

A Learning Opportunity

The only issue—perhaps a learning opportunity—was that my care plan and specific support needs were not passed on during the morning staff changeover. A male staff member entered my cubicle to check my observations, and I immediately started screaming for him to get out, as he wasn’t allowed near me!

As a passionate campaigner raising awareness of Trauma-Informed Practice across Scotland, I am pleased to say that, on this occasion, when staff followed my care plan and listened to what works for me, it made all the difference.

However, my experience also highlights the importance of ensuring that care plans and the needs of patients are communicated effectively during staff handovers. Trauma-Informed Practice is not just about individual staff members being compassionate—it requires system-wide consistency to truly support those who need it most.

To those who took the time to read, listen, and act with kindness—thank you. Your approach turned what could have been a terrifying experience into one where I felt seen, heard, and respected.