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Friendly and welcoming staff

Posted By ahc0504

"Friendly and welcoming staff"

About: Victoria Hospital / Day Intervention Unit Victoria Hospital / Endoscopy

(as a service user),

I recently had to visit the Day Intervention Unit at the Victoria Hospital, Kirkcaldy for a colonoscopy. I was very anxious about it, but the staff put me at ease straightaway. They were friendly and welcoming, explaining everything clearly and making me feel more relaxed. The doctor was the same, I felt confident in him. We all talked during the procedure and that made me feel much more at ease. Thankfully, I got the all clear and no follow-up appointment is necessary. 

It was exactly a month ago that I posted off my bowel screening sample and I had a phone call within three days to tell me I had a positive result and needed a colonoscopy. It is impressive that the service operates so efficiently. A week later, I had a pre-test phone call and, again, everything was clearly explained and the nurse was friendly and reassuring.

The only thing that might have improved the experience for me would have been to get the letter confirming the result, with the statement that most people who have blood in their sample do not have cancer, before I got the phone call, as that took me by surprise and made me rather anxious.

Having said that, the whole process was made as painless as possible for me by NHS staff and I really appreciate that. Thank you!

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Responses

Response from Katie Black, Senior Charge Nurse, Day Intervention Unit, endoscopy, interventional radiology, day surgery, SEAL, NHS Fife 2 months ago
Katie Black
Senior Charge Nurse, Day Intervention Unit, endoscopy, interventional radiology, day surgery, SEAL,
NHS Fife

Submitted on 18/03/2025 at 14:13
Published on Care Opinion at 14:13

Dear ahc0504,

My name is Katie Black, I am the senior charge nurse in the Day Intervention Unit. Thank you for taking the time to feed back to us about your experience in our unit. I am really pleased to hear that the staff were able to put you at ease and help you relax throughout your procedure. I will share your feedback with the team.

I will also discuss your feedback with the bowel screening team with regards to you receiving your phone call prior to your information leaflet.

We hope you are now well at home, thanks again.

Katie

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Response from Ann Walker, Charge Nurse, Endoscopy, Queen Margaret Hospital, NHS Fife 2 months ago
Ann Walker
Charge Nurse, Endoscopy, Queen Margaret Hospital,
NHS Fife

Submitted on 19/03/2025 at 15:29
Published on Care Opinion at 15:29

Dear ahc0504,

Thank you for taking time to feedback about our Bowel Screening Service. I will take great delight in passing over your very kind comments to the team.

The current protocol is to insure that from test to procedure is completed without delay. Contacting patients by the telephone we believe gave a more personal touch and any questions could be asked and answered at that time. I can see where you are coming from as well. The initial letter you received was from Dundee not ourselves here at Queen Margaret. If letters are delayed for any reason it can slow down our process to make sure someone has been in touch within the first few days of a positive test.

I will discuss your recommendation with the team and highlight the statement, 'that most people who have blood in their sample do not have cancer', into that initial telephone conversation. Thank you for participating in our screening program and taking control of your health. Wishing you a speedy recovery

Kindest regards

Ann Walker

Senior Charge Nurse

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