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Courteous, helpful and incredibly professional

Posted By Arnold S

"Courteous, helpful and incredibly professional"

About: NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance Victoria Hospital / Accident & Emergency

(as a relative),

My wife suffered a bad fall and was unable to move at all after hitting the floor. I contacted NHS Scotland 24 who set in motion a process that was absolutely text-book starting with; the call handler, the escalation to a medic, Scottish Ambulance Service then Victoria Hospital Kirkcaldy's A&E unit.

All the parties involved were courteous, helpful and incredibly professional from start to finish, and the diagnosis was a humeral head fracture.

One nice touch was the young nurse who offered us sustenance while we waited for my wife to be seen in A&E.

Please can you thank those involved and let them know they are appreciated

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Responses

Response from Lynne C, Patient Experience Officer, Nursing & Care, NHS 24 last week
Lynne C
Patient Experience Officer, Nursing & Care,
NHS 24

Manages patient feedback

Submitted on 20/06/2025 at 15:28
Published on Care Opinion at 15:29

Dear Arnold S

Thank you so much for taking the time to share your story on Care Opinion. I noticed that your story mentioned a few different services, and I am replying on behalf of NHS 24.

I was sorry to hear that you had to contact 111 due to your wife’s fall, but I am delighted to hear about the positive patient journey your wife experienced. From the initial call to the 111 service to the care she received at the Victoria Kirkcaldy A&E unit, it’s wonderful to know that everything went smoothly and that you were satisfied with the care provided.

If you would like to share more information with me, including your Care Opinion username, I can locate the staff you spoke with from NHS 24 and share your kind words with them. We always strive to ensure that our staff receive positive feedback so they can see how much their care is valued when people call our services. I am sure they would be thrilled to hear that you found them to be so professional, courteous, and helpful.

You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk

Thank you once again for sharing your story, and please pass on our best wishes for a speedy recovery to your wife.

Kind Regards

Lynne

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Response from Lauren Harris, Senior Charge Nurse / Clinical Nurse Educator, Accident and Emergency, NHS Fife last week
Lauren Harris
Senior Charge Nurse / Clinical Nurse Educator, Accident and Emergency,
NHS Fife

Interim Senior Charge Nurse & Clinical Nurse Educator

Submitted on 20/06/2025 at 19:36
Published on Care Opinion at 19:36

Hello Arnold S,

Many thanks for taking the time to pass on the lovely feedback- it is great to hear everything went smoothly and your wife was well looked after through all stages of the process for her transfer and admission to the emergency department.

It is very pleasing to hear that you were both offered some refreshments after a traumatic time.

I will pass on your appreciation to staff involved. I hope your wife is recovering well.

Kind regards

Lauren

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Response from Marie Kennedy, Patient Experience Manager, Corporate Affairs, Scottish Ambulance Service last week
Marie Kennedy
Patient Experience Manager, Corporate Affairs,
Scottish Ambulance Service

Submitted on 23/06/2025 at 11:38
Published on Care Opinion at 11:38

picture of Marie Kennedy

Dear Arnold S,

Thank you so much for submitting your feedback. I see that some of my NHS colleagues have already responded but I wish to pass on my gratitude on behalf of the Scottish Ambulance Service. I'm delighted to hear that the service provided to you and your wife met your expectations and she was well looked after. Our call handlers, medic and paramedic staff along with our NHS colleagues will be chuffed to hear such glowing feedback. Wishing your wife a good recovery.

All the best to you both!

Marie

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