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A positive experience from an emergency

Posted By Jafajafa

"A positive experience from an emergency"

About: Aberdeen Royal Infirmary / Emergency Medicine Aberdeen Royal Infirmary / Plastic Surgery & Burns

(as the patient),

I stupidly burned my fingers with acid. In the emergency admissions I was told my case was potentially life threatening. I've not been in that situation before so I hadn't thought how it would feel. The Plastic Surgeon had come running across the hospital and was clearly worried, but the first thing she did: she introduced herself by name (as did all the staff) and somehow this personalised everything. That was hugely calming as was her whole manner.

I was out of hospital after two nights on ward 214 at Aberdeen Royal Infirmary. I  was so impressed with the level of expertise and professionalism of the nursing and support staff there. I'm sure they are working under top-down pressure of all sorts but from the receiving end they all showed constant initiative and an ability to balance the technical with the human side of hospital care. And they keep that going for twelve hours at a time!

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Responses

Response from Kerry Ross, Deputy Business Manager, Royal Cornhill Hospital, NHS Grampian 7 years ago
Kerry Ross
Deputy Business Manager, Royal Cornhill Hospital,
NHS Grampian

Submitted on 09/01/2018 at 17:10
Published on Care Opinion at 17:19

picture of Kerry Ross

Dear Jafajafa,

Thank you for taking the time to share your story with us.

I am very pleased to read you were seen and assessed by the relevant services so quickly given the immediacy of your condition. Many thanks also for your kind comments regarding the professionalism of the staff, they all work very hard and strive to make each patients stay as comfortable and person centred as possible.

I will share your story with all our staff so they can read just how valued and appreciated they are. I hope you are continuing to recover well.

With best wishes

Kerry

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Response from Linda Oldroyd, Chief Nurse for Surgery, NHS Grampian 7 years ago
Linda Oldroyd
Chief Nurse for Surgery,
NHS Grampian

Submitted on 18/01/2018 at 19:49
Published on Care Opinion on 19/01/2018 at 06:20

picture of Linda Oldroyd

Dear Jafajafa

Thank you so much for taking the time to post your feedback on Care Opinion. What a truly scary experience this must have been.

We aim to make care as person-centred as possible and staff introducing themselves by name is part of this. I am very glad to her that this is happening so consistently. Your comment about how calmed you were by this approach speaks volumes and should be a lesson to any of our staff who do not do the same by way on introductions.

It is so good for our staff to get such positive comments and to hear what a great job they did for you. We expect professionalism and expertise but the human side of caring can be forgotten when staff are under pressure. Thankfully, the staff in 214 have demonstrated that you can be human and technically skilled at the same time.

You story very nicely demonstrates, to anyone reading it, what matters to patients and we can all learn something from that.

Many thanks again for taking the time to share your experience. Hopefully it reassures the people of Grampian that the NHS is always there for them.

Kindest regards,

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