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The care and professionalism by all staff was exceptional

Posted By donofgor

"The care and professionalism by all staff was exceptional"

About: Arbroath Infirmary / Minor Injuries Arbroath Infirmary / X-rays and Scans NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

My son (8y) dropped a rock on his big toe sustaining what turned out to be a broken bone (tuft fracture of distal phalanx, with associated nail bed haematoma). From calling NHS 24 to attending the MIU, the care and professionalism by all staff was exceptional. On holiday from New Zealand, we experienced a level of care that we would envy back home. In particular, the staff at the MIU treated us with compassion, professionalism and high level of expertise. For this we are very grateful. 

As a doctor (trained in Dundee) and an orthopaedic surgeon specialising in children’s orthopaedics, foot & ankle surgery and trauma, I appreciate the complexities of this type of presentation. The process of calling NHS24, talking to a trained professional team and having a timely appointment at a designated time at a MIU, rather that needlessly crowding an ED waiting room, is an excellent use of resource and would be welcomed as we look to introduce appropriate trauma pathways and MTCs locally in NZ.

We are most grateful for the help and support we received and offer our heartfelt thanks to the team at the MIU in Arbroath Infirmary for their communication and expertise. :)

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Responses

Response from Anne Black, Senior Charge Nurse, Minor Injuries and Illness Unit, Angus Health and Social care partnership yesterday
Anne Black
Senior Charge Nurse, Minor Injuries and Illness Unit,
Angus Health and Social care partnership

Submitted on 30/06/2025 at 09:50
Published on Care Opinion at 09:50

Dear Donofgor

Thank you so much for leaving such positive feedback on Care Opinion about your son’s visit to the Minor Injury Unit in Arbroath.

I’m so sorry to hear he accidentally dropped a stone on his big toe on holiday, these injuries can be very painful. In recent years the Scottish government introduced a campaign called Right Care, Right Place to help ensure patients are directed to the most appropriate health care facility for their needs. This ensures that patients receive timely and effective care which is the best outcome for everyone. Calling NHS 24 helps direct you to the appropriate care facility and at a time suitable and avoids long waits in overcrowded waiting rooms. It’s sounds like this process worked really well for you and I’m delighted to hear such a positive story about your sons health care journey.

The staff in the minor injury service have undertaken post graduate courses to underpin their knowledge and extend their skills. In addition most nursing staff have years of experience and have the expertise to deal with a wide variety of injuries.

Reading your story has really emphasised to us the importance of all these factors working well together and we strive to provide this level of satisfaction to everyone.

Thank you again for taking the time to share your thoughts on your son’s care. I will share it with my colleagues in the service and we all wish your son a speedy recovery and hope you all enjoy the remainder of your holiday.

Best wishes

Anne

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Response from NHS 24 less than an hour ago
NHS 24

Submitted on 01/07/2025 at 14:18
Published on Care Opinion at 15:33

Dear Donofgor,

Thank you so much for taking the time to share your story on Care Opinion. I understand from your story that there were a few services involved in your son’s care. I can see that my colleague from the Minor Injuries Unit at Angus Health and Social Care has already responded, acknowledging your kind words. I am replying on behalf of NHS 24.

I am truly sorry to hear that you had to contact 111 because your son accidentally dropped a stone on his big toe, causing an injury. That sounds incredibly painful! However, it is heartwarming to hear about your son’s positive patient journey, from the initial call to the 111 service to the care your son received during his appointment at the Arbroath Infirmary Minor Injuries Unit.

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

You can contact me by email at patient.experience@nhs24.scot.nhs.uk

Once again, thank you for sharing your story, and I wish your son a speedy recovery.

Best wishes

Lynne

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