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The other side of the bed

Posted By May96

"The other side of the bed"

About: Aberdeen Royal Infirmary / Emergency Medicine Emergency Medicine / Minor Injuries Unit NHS 24 / NHS 24 (111 service)

(as the patient),

As a nurse I've always dreaded having to be a patient myself. So when I injured my knee and called NHS24 for advice, I was a bit anxious to hear I was to attend A&E for an assessment.

From start to finish, every single person I came into contact with was helpful, kind, and understanding, even though I was taking longer than usual to walk!

From the call handler and clinician at NHS 24 (Julie and Leanne), the support worker (Wayne), the nurse practitioner (Laura), the radiographer (whose name I have forgotten but he was very patient with me), and the lovely porter who found me when I got lost trying to leave and wheeled me to the right place - everyone was so compassionate. I felt so safe on the other side of the bed - something I'm not used to!

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Responses

Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 2 months ago
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24

Submitted on 11/04/2025 at 14:19
Published on Care Opinion at 14:19

Dear May96

Thank you for sharing your story on Care Opinion. I am sorry you had cause to contact the 111 service, I can imagine it would have felt very strange to be on the receiving end of care, especially when you are used to being the one helping!

I reply on behalf of NHS 24. I am glad to read of your positive patient journey and that the staff you came into contact with were helpful, kind, and understanding. If you wish to share some more information with me, including your Care Opinion user name, then I could locate Julie and Leanne and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce for them how valued their care is when people call our services. You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk.

Thank you again for sharing your story and I hope you are now recovering well from your knee injury.

Best Wishes

Laura

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Response from Jill Reid, Lead Emergency Nurse Practitioner, Emergency Care, NHS Grampian 2 months ago
Jill Reid
Lead Emergency Nurse Practitioner, Emergency Care,
NHS Grampian

Submitted on 14/04/2025 at 09:47
Published on Care Opinion at 09:47

picture of Jill Reid

Thank you May96 for taking the time to tell us your story.

As nurses, we dread being on the other side of the bed, but I am delighted to hear that you had a positive experience from NHS24 call handlers to the porter that helped you out when you got lost. My team in A&E Minors- Laura & Wayne were thrilled that you mentioned them and I will pass on your kind works to the x-ray department. I hope that you are recovering from your injury and that you are back walking at your to usual pace.

Many thanks again

Jill

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