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Care Opinion

Receiving the right care

Posted By Cherrington

"Receiving the right care"

About: NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Patient Transport Service Western General Hospital / General Medicine

(as a relative),

In regards to my Nana; NHS24, SAS PTS and WGH MAU enabled a smooth and appropriate service out of hours when a flare up of her Rheumatoid Arthritis resulted in severe pain and reduced mobility, all of which was hard hitting for a normally independent 79 year old. 

The decision was made to contact NHS24 and we found the service to be fluid and well received, between the Call Handler and Nurse, empathy and compassion was felt throughout the discussions where ultimately they agreed a Doctor would be of benefit to assess at the house. They were caring and took time to listen, identifying the need to escalate to the on-call Rheumatologist who felt there was need to further investigate in hospital. Medical admission and Patient Transport was arranged through the Flow Centre; although otherwise well her mobility was significantly reduced and extrication would be difficult therefore requiring PTS. There were a few hours delay in this, however was relative to demand. With this, turn around was quick and unfortunately they encouraged her to walk out with their support despite being in a lot of pain and in turn provoked anxiety. 

Upon arriving at MAU; despite being notably busy time was taken to keep us informed with the anticipation to refer on to rheumatology. Whilst under the Medics and MAU nurses, she was kept at ease and felt looked after. 

At this point, my nana is awaiting a bed to become available on rheumatology as she is currently boarding elsewhere. In all, the experience has been positive and we remain thankful for the OOH services and attentive care teams we have come in contact with.  We would like to pass on our thanks. 

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Responses

Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 6 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 31/01/2018 at 17:21
Published on Care Opinion on 01/02/2018 at 09:00

picture of Alan Martin

Dear Cherrington,

Thank you for sharing your story in regards to your Nana. I am sorry to read that she suffered a flare up and I do hope she is recovering well now.

I am glad to read that your Nana was in the most, well cared for and in all you felt the experience was positive, but I am sorry to read that your Nana felt anxious in our care.

We welcome all feedback, be it positive or negative, within the Scottish Ambulance Service and look to learn from the experiences of our patients. I would be grateful to hear more about our part in your Nana's experience. You can, if you wish, email me on scotamb.corporateaffairs@nhs.net.

I do wish you and your Nana all the best.

Kind Regards

Alan

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 01/02/2018 at 08:37
Published on Care Opinion at 09:01

picture of Shona Lawrence

Dear Cherrington

I was sorry to learn your Nana had a flare up of her Rheumatoid Arthritis and I do wish her well. Thanks so much for taking the time to provide feedback on the services involved in your Nana's care.

I note you have mentioned a call to NHS 24 which resulted in a Doctor being requested to attend. It is good of you to describe the Call Handler and NHS 24 Nurse as empathetic and compassionate. Here at NHS 24 we appreciate that callers to the 111 service are normally worried or upset about their health, or that of a loved one, so we do always try to put callers at ease.

Should you wish to provide any further detail to me in relation to your call to NHS 24, then I could identify the staff members who managed your call and share your feedback with them. I can be contacted at patientaffairs@nhs24.scot.nhs.uk or by phone on 0141 337 4597.

I am sure my colleagues within the other Health Boards involved will be pleased to read your post. Thanks again for taking the time to get in touch.

I do wish both you and your Nana well.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Catriona Rostron, Associate Nurse Director, Western General Hospital, NHS Lothian 6 years ago
Catriona Rostron
Associate Nurse Director, Western General Hospital,
NHS Lothian

Submitted on 01/02/2018 at 10:47
Published on Care Opinion at 11:20

Dear Cherrington

I was really pleased to hear that despite the Medical Assessment Unit being very busy, you felt that your Nana received appropriate care.

I note that a rheumatology bed was not available at the time. While all rheumatology patients are seen by their specialty teams, in whichever ward they are in, we endeavour to move specialty patients to their parent ward in a timely way. I hope this was the case for your Nana. If this was not the case, please don't hesitate to contact us through the Patient Experience team, in order that we can expedite her move.

Kind regards

Catriona

Catriona Rostron


Nurse Director, WGH

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Response from Patient Experience Team, NHS Lothian 6 years ago
NHS Lothian

Submitted on 01/02/2018 at 11:16
Published on Care Opinion at 11:21

Dear Cherrington,

Thank you very much for getting in touch with us through Care Opinion to share your Nana’s experiences.

I am sorry to read that your Nana has been unwell with a flare up of Rheumatoid Arthritis and do hope that she is starting to feel better at this time.

I have noted the contact details for the Patient Experience Team at NHS Lothian below. Please do contact us if we can help in any way.

Email: feedback@nhslothian.scot.nhs.uk Telephone: 0131 536 3370.

Very best wishes to your Nana and yourself.

Kind regards,

Pamela

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