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Impressed at so many levels on this journey

Posted By Donald2

"Impressed at so many levels on this journey"

About: General Practices in NHS Highland Raigmore Hospital / Ear, Nose & Throat Scottish Ambulance Service / Emergency Ambulance

(as a service user),

Large nosebleed started early morning in rural Wester Ross- I am on anticoagulant for a stent (post MI). I am a medic and realised quickly that this bleed was way back in nose and unlikely to stop with simple measures.

Called local GP emergency number for Aultbea (answered right away!) and GP from Gairloch gave advice and said he would meet me at the branch surgery building close to where I was in 20 mins. Along with the local practice nurse he realised quickly the situation arranging ENT and emergency paramedic ambulance - attempted tamponade while waiting.

Part way through 2 hour ambulance journey paramedics realised blood loss increasing so attempted nasal balloon catheter (couldn’t place but tamponaded the previous packing and bleeding controlled). Taken straight to ENT unit, packing removed and successful nasal catheter placed to control posterior bleed.

Looked after very well in 4B, catheter deflated next day and then removed. Discharged but re-bled next morning, direct call to ward and immediate direction from Out of Hours ENT on-call reg to attend ward directly where she saw me and thoroughly assessed situation with endoscopy and cautery to apparent bleeding vessel. Unfortunately next morning more bleeding after brushing teeth! Kept in further 2 days and required further endoscopy and cautery. Now all good and going home

Was impressed at so many levels re this journey

- impressive primary care approach, no suggestion of being kept at arms length

- calm but responsive and expert paramedic input, think was fortunate they had a rapid rhino catheter 

- responsive, engaging and measured approach from all ENT staff - I felt safe

- the ENT inpatient service based in 4B is team based, expert and effective  (I could see teaching happening at all stages of my care)

- the ward staff are absolutely brilliant from charge nurse (shows great leadership and clearly staff like working with her), nurses, HCAs and auxiliary helpers, so so helpful and could see same for other patients too

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Responses

Response from Marie Kennedy, Patient Experience Manager, Corporate Affairs, Scottish Ambulance Service 3 months ago
Marie Kennedy
Patient Experience Manager, Corporate Affairs,
Scottish Ambulance Service

Submitted on 22/07/2025 at 15:29
Published on Care Opinion at 15:29

picture of Marie Kennedy

Dear Donald2,

Thank you so much for sharing your detailed and insightful account of the care you received following your emergency in Wester Ross. We’re truly sorry to hear about the severity of the situation but glad to know that you're now recovering well.

Your reflections on the care delivered across so many settings and NHS services are both powerful and encouraging and it’s heartening to read your praise for the swift and coordinated response by local primary care and ambulance teams.

We’re especially grateful for your recognition of our paramedics’ calm and expert intervention during the long transfer. Managing escalating symptoms during rural journeys can be challenging and your acknowledgement of their efforts including the use of a rapid rhino catheter will mean a great deal to the crew involved. We will ensure your feedback is shared with them and with our wider operational teams.

Your story also highlights the strength of partnership and professionalism across services from the practice teams and ENT unit to the ward staff at 4B and shows how cohesive care can truly make a difference, even in complex circumstances. It’s reassuring to hear that you felt safe, supported, and respected throughout.

On behalf of the Scottish Ambulance Service, thank you for your kind words and for taking the time to reflect so generously on your journey. We wish you continued recovery and good health.

Warm regards,
Marie Kennedy
Patient Experience Manager
Scottish Ambulance Service

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Response from Sarah Gate, Senior Charge Nurse, Ward 4B, ENT & Short Stay Unit, NHS Highland 2 months ago
Sarah Gate
Senior Charge Nurse, Ward 4B, ENT & Short Stay Unit,
NHS Highland

Submitted on 14/08/2025 at 10:51
Published on Care Opinion at 11:29

Dear Donald2,

I wanted to personally thank you for your thoughtful review of your experience on our ENT ward. Your kind words about the care you received mean a great deal to our team. We strive to provide compassionate and high-quality care, and it's incredibly rewarding to hear that this made a positive difference during your stay.

Your feedback not only uplifts our staff but also helps us continue to improve and ensure every patient feels supported and valued.

Wishing you continued health with your recovery.

Warm regards,
Sarah Gate
Senior Charge Nurse
Ward 4B, Raigmore Hospital, NHS Highland

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